AVP, Digital Customer Interaction

AmTrust Financial Services Inc.; United States; Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

Medical & Dental Plans

Life Insurance

Health Care Flexible Spending

Dependent Care

401k Savings Plans

Paid Time Off

Job summary

AmTrust Financial Services is seeking an AVP, Digital Customer Interaction to lead initiatives across digital channels, self-service, AI, and document services, partnering with Operations and Technology to deliver modern customer experiences.

This role requires hybrid work at AmTrust office locations and responsibility for driving omnichannel strategy, AI adoption, and operational efficiency across customer interactions.

Qualifications

• Bachelor's degree in Business, Technology, Computer Science, or related field.
• 10+ years of professional experience.
• 5+ years of leadership in Digital Customer Experience, Contact Center, or related disciplines.
• Strong knowledge of CRM platforms, customer experience technologies, analytics, AI, and automation.
• Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
• Experience operating within a regulated industry.

Responsibilities

• Develop and execute the digital customer interaction strategy across web, mobile, chat, messaging, IVR, and self-service channels.
• Own the digital experience roadmap and prioritize enhancements that improve customer engagement and operational effectiveness.
• Drive adoption of AI-enabled solutions, automation, and self-service capabilities to reduce customer effort and support costs.
• Oversee the integration of digital and traditional service channels to deliver a seamless omnichannel customer experience.
• Monitor and improve key performance metrics, including customer satisfaction, digital adoption, and contact center efficiency.
• Partner with Technology, Operations, Marketing, Compliance, and Customer Service teams to deliver scalable customer experience solutions.
• Provide leadership oversight for Print and Scanning Operations, ensuring efficient and compliant management of customer communications and document processing.
• Identify opportunities for continuous improvement through data analytics, customer feedback, and emerging technologies.

Skills

Leadership

Cross-functional

Digital CX

AI & Automation

CRM platforms

Analytics

Regulated industry experience

Education

Bachelor's degree in Business, Technology, Computer Science, or related field

10+ years of professional experience

5+ years in Digital Customer Experience / Contact Center / Product Management

Experience leading cross-functional initiatives

Experience in regulated industry

Tools

CRM platforms

Analytics tools

Job description

Overview

The AVP, Digital Customer Interaction is responsible for improving how customers interact with AmTrust across digital, contact center, and document services. This role leads initiatives focused on customer experience, self-service, automation, AI, and operational efficiency while overseeing print and document processing operations that support the business at scale. The position partners closely with Operations and Technology leaders to deliver modern, seamless customer experiences. This role will require hybrid attendance in any of our AmTrust office locations.

Responsibilities

Scope of Responsibility

• Oversees customer interaction channels supporting more than 1 million customer interactions annually.
• Leads print operations producing more than 6 million documents annually.
• Oversees scanning and indexing operations processing more than 20 million pages annually.
• Drives digital transformation, automation, and AI initiatives that improve customer experience and operational efficiency.
• Partners with business and technology teams to enhance customer-facing capabilities and self-service solutions.

Key Responsibilities

• Develop and execute the digital customer interaction strategy across web, mobile, chat, messaging, IVR, and self-service channels.
• Own the digital experience roadmap and prioritize enhancements that improve customer engagement and operational effectiveness.
• Drive adoption of AI-enabled solutions, automation, and self-service capabilities to reduce customer effort and support costs.
• Oversee the integration of digital and traditional service channels to deliver a seamless omnichannel customer experience.
• Monitor and improve key performance metrics, including customer satisfaction, digital adoption, and contact center efficiency.
• Partner with Technology, Operations, Marketing, Compliance, and Customer Service teams to deliver scalable customer experience solutions.
• Provide leadership oversight for Print and Scanning Operations, ensuring efficient and compliant management of customer communications and document processing.
• Identify opportunities for continuous improvement through data analytics, customer feedback, and emerging technologies.

Accountabilities

• Direct Ownership
  • Enterprise Digital Customer Interaction Strategy
  • Customer Self-Service Adoption and Utilization
  • AI and Automation Enablement within Customer Interactions
  • Print, Mail, Scanning, and Document Processing Operations
  • Customer Engagement Performance Metrics
  • Digital Experience Optimization
  • Operational Efficiency Initiatives within Customer Interaction Functions
• Strategic Influence
  • Enterprise Technology Roadmaps impacting customer engagement
  • Contact Center Technology and Experience Enhancements
  • Customer Communication Strategy
  • Enterprise AI and Automation Prioritization
  • Omnichannel Customer Experience Design
  • Digital Product and Portal Enhancements

Success Measures

• Increased digital adoption and self-service usage.
• Improved customer satisfaction and experience.
• Reduced manual work through automation and AI.
• Improved operational efficiency and cost savings.
• Achievement of service, quality, and productivity goals.

Qualifications

• Bachelor's degree in Business, Technology, Computer Science, or a related field.
• 10+ years of Professional Experience
• 5+ years of leadership experience in Digital Customer Experience, Contact Center Operations, Product Management, or related disciplines.
• Strong knowledge of CRM platforms, customer experience technologies, analytics, AI, and automation solutions.
• Proven ability to lead cross-functional initiatives and influence stakeholders at all levels.
• Experience operating within a regulated industry.

What We Offer

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities.

Our benefits include:

• Medical & Dental Plans
• Life Insurance, including eligible spouses & children
• Health Care Flexible Spending
• Dependent Care
• 401k Savings Plans
• Paid Time Off

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.