Global Head of Customer Intelligence & Enablement

Avalara, Inc.; United States; On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Life insurance

Disability insurance

Job summary

Avalara, Inc. is building an AI-first customer experience platform. You will lead the CI&E Center of Excellence across Customer Intelligence, Closed Loop & Activation, and Quality Assurance, setting strategic direction and scaling an enterprise system turning customer evidence into trusted intelligence and measurable outcomes.

Reporting to the Sr. Director of Global Customer Experience, you will guide senior experts, drive governance, and oversee the transition from insights to proactive actions

Qualifications

• Strong leadership of multidisciplinary teams across CX, CI, QA
• Ability to translate customer evidence into strategic decisions
• Proven experience building or leading enterprise Customer Intelligence capabilities
• Experience establishing governance, measurement, and accountability at scale
• Applied AI experience with measurable impact on insights and outcomes

Responsibilities

• Set strategic direction and investment priorities across CI, Closed Loop, Activation, and QA
• Lead senior functional experts and analysts to scale an enterprise customer intelligence system
• Develop a connected signal ecosystem spanning solicited and unsolicited feedback, behavior, and quality signals
• Evolve CX360 as the enterprise Customer Intelligence engine to support retention and lifecycle decisions
• Drive governance and activation to move opportunities from evidence to action
• Embed intelligence and measurement into customer experiences with standardized signals

Skills

Leadership experience

Strategic direction

Cross-functional collaboration

Data-driven decisions

AI & CX expertise

Education

B.S. in Computer Science or Engineering

Job description

Avalara, Inc. is building an AI-first customer experience platform. You will lead the CI&E Center of Excellence across Customer Intelligence, Closed Loop & Activation, and Quality Assurance, setting strategic direction and scaling an enterprise system turning customer evidence into trusted intelligence and measurable outcomes.

Reporting to the Sr. Director of Global Customer Experience, you will guide senior experts, drive governance, and oversee the transition from insights to proactive actions