Director of Digital Customer Experience & AI in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Digital Customer Experience & AI based in the United States.
This role defines how customers interact with a modern SaaS platform in an AI-first environment, shaping the end-to-end digital experience across onboarding, support, and operational workflows. You will lead the evolution of an AI-driven customer experience layer that moves beyond traditional support into guided execution and intelligent automation. Sitting at the intersection of Customer Success, Product, and Engineering, this position blends strategy, design, and technical leadership. You will own the vision for AI agents that not only answer questions but actively help customers complete tasks within complex enterprise systems. The environment is highly collaborative, fast-evolving, and deeply focused on practical AI adoption. This is a high-impact leadership role where your work directly influences customer outcomes, operational efficiency, and product differentiation in the market.
In this role, you will define and lead the strategy for AI-powered customer experience, ensuring seamless integration of intelligent agents across the customer lifecycle. You will be responsible for shaping how AI is used to guide, automate, and enhance customer interactions across platforms and workflows.
- Define and own the vision and roadmap for AI-driven customer experience across the full customer journey
- Lead the design of intelligent agent behaviors, ensuring clarity, consistency, and usability in customer interactions
- Oversee the evolution of AI capabilities from support-focused tools to full workflow execution systems
- Establish scalable “AgentOps” frameworks to evaluate, monitor, and continuously improve AI experiences
- Drive integration strategy across core enterprise systems, ensuring secure and effective orchestration
- Translate complex technical processes into intuitive, customer-facing experiences
- Collaborate cross-functionally with Product, Engineering, and Customer Success to align AI capabilities with real user needs
- Define and track success metrics such as adoption, task completion, and experience quality
This role requires a strong blend of customer experience leadership, technical fluency, and AI system understanding, particularly within enterprise or SaaS environments. You should be comfortable bridging strategic vision with hands-on platform and integration decisions.
- 8–12+ years of experience in enterprise software, customer experience, platform, or digital transformation roles
- Strong expertise in AI-driven systems, agent workflows, and customer experience design
- Deep familiarity with Microsoft ecosystem technologies (e.g., Azure, Dynamics 365, Copilot or similar platforms)
- Ability to translate complex technical concepts into clear, user-centered experiences
- Experience designing scalable digital or AI-enabled customer journeys
- Strong cross-functional leadership and executive communication skills
- Background in system integration, APIs, and workflow orchestration is highly valued
- Experience in regulated or enterprise environments is a plus
- Competitive executive-level compensation package (salary + bonus potential)
- Fully remote or hybrid flexibility depending on location
- Opportunity to lead cutting-edge AI transformation in customer experience
- High-impact role with strong visibility at leadership level
- Collaborative, cross-functional innovation environment
- Exposure to advanced AI, automation, and enterprise platform technologies
- Career growth within a scaling, innovation-driven organization
- Inclusive and people-focused workplace culture.