SVP, Customer Experience & AI Transformation

Davis Talent Search (Payments, Wealth Management, Fintech, Crypto Jobs); Plano (TX); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical

Vision

Health Savings Account

Short-Term Disability

Long-Term Disability

Term Life Insurance

Voluntary Life Insurance

AD&D Insurance

Aflac coverages

Job summary

Davis Talent Search is seeking a Senior Vice President, Customer Experience to lead end-to-end partner and merchant experiences, from onboarding to retention. This role oversees multiple teams, bridging Product, GTM, and Operations, and will drive the transformation toward AI-enabled workflows while maintaining service levels.

You will guide a global, multi-office team, shaping strategy, metrics, and execution across CX, operations, and AI initiatives, with a focus on scalable, cost-efficient

Qualifications

• Extensive senior leadership in CX/CS/Operations.
• Experience in SaaS or high-growth environments.
• Payments/fintech product integration experience.
• Experience scaling teams and transforming operating models.
• Excellent cross-functional collaboration and stakeholder influence.

Responsibilities

• Own end-to-end partner and merchant experience across onboarding, implementation, activation, service, support, expansion, and retention.
• Lead and connect Customer Support, Technical Support, Onboarding, Implementations, Customer Success, Customer Experience, and Global Operations.
• Serve as the Voice of the Customer and bring customer insights back into Product and platform development.
• Build and execute the next phase of our customer operating model transformation.
• Lead our transition toward an AI and human-based customer organization.
• Identify opportunities to use AI agents, automation, digital self-service, and technology to improve customer workflows.
• Redesign workflows to reduce customer effort and improve time to value and time to activation.
• Improve customer retention, expansion, and overall customer value.
• Build scalable operating processes that support growth without proportional increases in cost.
• Improve the use of offshore, outsourced, and global delivery resources where appropriate.
• Establish and manage clear KPIs across customer experience, operations, growth, efficiency, and AI adoption.
• Own metrics such as CSAT, Customer Effort Score, First Contact Resolution, time to value, time to activation, automation rate, AI resolution rate, digital adoption, workflow cycle time, knowledge quality, escalation rate, and AI ROI.
• Partner closely with Product, Engineering, Sales, Finance, Risk, Technology, HR, and Process Excellence.
• Influence teams and senior leaders across the organization without relying only on direct authority.
• Build and develop strong leaders and teams.
• Lead organizational change while maintaining service levels for existing customers and partners.
• Challenge existing processes and create new solutions when the current playbook does not work.
• Balance customer experience, operational efficiency, AI adoption, global delivery, and business growth.
• Travel approximately 25% to 50% to our offices, partners, and customers.

Skills

Senior leadership

Cross-functional collaboration

SaaS experience

Payments/Fintech knowledge

Strategic planning

Change management

AI adoption

Job description

Davis Talent Search is seeking a Senior Vice President, Customer Experience to lead end-to-end partner and merchant experiences, from onboarding to retention. This role oversees multiple teams, bridging Product, GTM, and Operations, and will drive the transformation toward AI-enabled workflows while maintaining service levels.

You will guide a global, multi-office team, shaping strategy, metrics, and execution across CX, operations, and AI initiatives, with a focus on scalable, cost-efficient