Director of Intelligent Customer Experience

Job Summary

Leading the strategy and continuous improvement of AI-powered customer interactions, the full-time remote Director of Intelligent Customer Experience will manage the end-to-end customer experience with LV Luna, ensuring effective adoption and quality of AI-assisted workflows across the Loan Vision ecosystem.

Key Responsibilities

• Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle
• Establish a repeatable model for evaluating and improving AI-driven experiences
• Act as a bridge between Customer Success, Product, Engineering, and Architecture to translate technical possibilities into customer-facing value

Required Qualifications

• 8-12+ years in enterprise software, customer experience, or platform leadership roles
• Strong experience in the Microsoft ecosystem (Dynamics 365, Azure, Copilot, etc.)
• Deep understanding of AI agent behavior and workflows, customer experience design, and integration and system orchestration
• Ability to translate technical concepts into intuitive user experiences
• Strong communication and executive presence