Director of Digital Customer Experience & AI Innovation

You want more out of a career. A place to share your ideas freely even if theyre daring or different. Where the true you can learn grow and thrive. At Verizon we power and empower how people live work and play by connecting them to what brings them joy. We do what we love driving innovation creativity and impact in the world. Our V Team is a community of people who anticipate lead and believe that listening is where learning crisis and in celebration we come together lifting our communities and building trust in how we show up everywhere & always. Want in Join the #VTeamLife.

Director of Digital Customer Experience & AI Innovation

Role Overview

Reporting directly to the Sr. Director Customer Experience & Transformation the Director of Digital CX & AI Innovation will serve as the Business Owner driving our digital customer experience transformation.

This is a business-critical leadership role that will impact our business growth. Your mission is to leverage design thinking out-of-the-box innovation Artificial Intelligence and Machine Learning to create a personalized predictive and proactive customer experience for our SaaS users. You will shift our customer engagement strategy toward an AI-driven tech-touch engine exercising executive leadership to scale our teams capabilities. This transformation will empower our customer-facing professionals to focus on high-value complex interactions while protecting and expanding Net Revenue Retention (NRR). As a highly specialized hybrid leader and established Director-level people leader you will blend End to End CX Strategy digital journey design and high-level business acumen to ensure every customer regardless of size receives a world-class experience.

Core Responsibilities

• Workshop Facilitation: Facilitate and govern complex cross-functional design thinking workshops with senior stakeholders to fundamentally restructure and optimize the end-to-end customer journey prior to automation. Bring out-of-the-box innovative approaches to legacy problems.

• Friction Resolution: Diagnose systemic root-cause workflow inefficiencies across the enterprise and design scalable tech-enabled processes to eliminate the customer and employee Effort Tax.

• Journey Mapping: Translate overarching CX enterprise strategy (Truth and Content) into rigorous executable end-to-end customer journey maps that determine and orchestrate how multiple departments interact with the customer base.

• Executive Business Owner: Serve as the ultimate business authority for the end-to-end Tech-Touch customer journey guiding the quantitative and qualitative analysis required to map the ideal state across all touchpoints.

• AI Integration Strategy: Direct the CX strategy and business logic for the integration of Generative AI and LLMs into our customer journeys. Act as the CX business visionary partnering with technical teams to ensure the AI chatbot experience resolves customer friction and maintains a premium brand tone.

• Proactive Engagement: Lead cross-functional resources to build and deploy proactive digital interventions and Next Best Action frameworks that scale product adoption enabling seamless self-service.

• Horizontal Leadership: Exercise independent decision-making to partner with Product and Engineering VPs/Directors ensuring rigorous alignment between the holistic customer experience and digital CX communications.

Multi-Disciplinary Team Leadership (15%)

• Leadership & Mentorship: Lead mentor and elevate a high-performing Digital CX Engine. As a proven Director-level leader you will direct 4 specialized functional pillars:

Process Excellence & Design Thinking
CX Change Management
AI Knowledge Architecture & Conversational Customer Experience Design
Digital Journey Strategy (Tech-Touch)

• Agile Culture: Define departmental OKRs manage enterprise resource allocation and foster a culture of agile experimentation (fail fast iterate rapidly).

• Transformation Leadership: Lead the organizational change management required to shift legacy teams to an AI-first customer engagement framework guiding the enterprise through transformation and navigating organizational inertia.

• Adoption Governance: Champion and govern the seamless integration of new digital tools workflows and AI interventions across our global Customer Success Support and Sales teams.

• Strategic Representation: Serve as the ultimate CX executive proxy in cross-functional product and technology roadmap meetings. You ensure technical builds align with revenue-protecting CX strategies before interacting with the customer base.

Predictive Analytics & CX Data Strategy (15%)

• Health Scoring Strategy: Guide the business requirements for predictive customer health scoring models utilizing machine learning to identify and act on churn risk or expansion opportunities before they materialize.

• Data Partnerships: Partner directly with Data Engineering leadership to define CX business requirements for customer data ensuring backend data models are capable of triggering intelligent customer interventions.

• Executive Insights: Translate complex Big Data sets (Salesforce Gainsight BI tools) into actionable executive-level insights that drive org-wide CX strategic decision-making at the VP/SVP level.

What we are looking for:

Youll need to have:

• Bachelors degree or four or more years of experience.

• SaaS Digital Leadership: Highly experienced People leader with 8 years in Customer Success Sales CX Strategy Marketing Ops or Digital CX with at least 3 years in a leadership role within a SaaS environment.

• End-to-End CX & Design Thinking: Deep expertise building auditing and restructuring end-to-end customer journeys. Certified or highly experienced in facilitating Design Thinking workshops to drive out-of-the-box innovation.

• Executive Governance: Proven ability to act as the ultimate business owner for customer-facing automation navigating complex cross-functional environments to secure alignment.

• The Tech-Touch Playbook: Expertise in designing automated customer-impacting workflows that feel highly personalized and intuitive shifting away from human-dependent models to tech-touch platforms.

• Advanced Analytics: Strong data fluency and ability to translate data into CX strategy. Proficiency in BI tools (Tableau/Looker) and Customer Success platforms (Gainsight/Staircase/ChurnZero).

In this hybrid role youll have a defined work location that includes working from home and a minimum of three days per week in the office which will be set by your manager. Employees are responsible for maintaining compliance with hybrid work policies.

40

Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to veteran status disability or other legally protected characteristics.

Our benefits are designed to help you move forward in your career and in areas of your life outside of Verizon. From health and wellness benefit options including: medical dental vision short and long term disability basic life insurance supplemental life insurance AD&D insurance identity theft protection pet insurance and group home & auto insurance. We also offer a matched 401(k) savings plan up to 8 company paid holidays per year and up to 6 personal days per year paid parental leave adoption assistance and tuition assistance plus other incentives weve got you covered with our award-winning total rewards package. Depending on the role employees have the opportunity to receive compensation in the form of premium pay such as overtime shift differential holiday pay allowances etc. Newly hired employees receive up to 15 days of vacation per year which grows with additional service. For part-timers your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles your compensation will be adjusted to reflect your hours.

The annual salary range for the Illinois location(s) listed on this job requisition based on a full-time schedule is: $161000.00 - $280000.00.