Head of AI-Driven Customer Intelligence & Enablement

Socotra, Inc.; Northern (KY); Hybrid; USD 180,000 - 260,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Diversity, equity & inclusion programs

Job summary

Avalara is seeking a senior leader to head the CI&E Center of Excellence within the Customer Experience Office. You will define strategy and investment priorities across Customer Intelligence, Closed Loop, Activation, and Quality Assurance, while guiding a senior multidisciplinary team to scale an enterprise intelligence system.

You will drive AI-enabled insights, establish governance, and ensure measurement and learning are embedded across customer experiences, products, and operations.

Qualifications

• BS in Computer Science or Engineering.
• 10+ years of relevant experience across Customer Experience, Customer Intelligence, Experience Management, analytics-led strategy, quality, or related enterprise disciplines.
• Demonstrated experience leading multidisciplinary teams and raising talent density and organizational performance.

Responsibilities

• Set the strategic direction, operating model, capability roadmap, and investment priorities across Customer Intelligence, Closed Loop & Activation, and Quality Assurance.
• Lead a multidisciplinary organization of senior functional experts and analysts, establishing clear accountability while integrating their capabilities into a cohesive enterprise system.
• Ensure CX360 develops as our enterprise Customer Intelligence engine to support retention, lifecycle, experience, and operational decisions.
• Drive Closed Loop governance and activation to move evidence-backed systemic opportunities through prioritization, decision, activation, and continuous learning.
• Embed intelligence and measurement into the customer experience, establishing standards for required signals into transformed experiences before launch.
• Set the direction for Quality Assurance across interaction quality, experience assurance, and quality intelligence for human, AI-assisted, AI-led, and digital customer experiences.
• Set the direction for using AI to increase speed, scale, coverage, and quality of customer intelligence, opportunity detection, and quality evaluation.
• Drive measurable AI adoption across CI&E with responsible governance, transparency, validation, and human oversight.

Skills

Leadership

Enterprise analytics

AI/ML governance

Cross-functional collaboration

Strategic planning

Education

BS in Computer Science or Engineering

Job description

Avalara is seeking a senior leader to head the CI&E Center of Excellence within the Customer Experience Office. You will define strategy and investment priorities across Customer Intelligence, Closed Loop, Activation, and Quality Assurance, while guiding a senior multidisciplinary team to scale an enterprise intelligence system.

You will drive AI-enabled insights, establish governance, and ensure measurement and learning are embedded across customer experiences, products, and operations.