Director of Digital Customer Experience, AI Innovation

Verizon

Director of Digital Customer Experience & AI Innovation at Verizon, leading transformation through AI and machine learning for SaaS users. Driving innovation and high-value customer engagement strategies.

Posted 6/26/2026full-timeTemple Terrace • Florida, Illinois • 🇺🇸 United StatesLead💰 $161,000 - $280,000 per yearWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Serve as the Business Owner driving our digital customer experience transformation
Leverage design thinking, out-of-the-box innovation, Artificial Intelligence and Machine Learning to create a personalized, predictive, and proactive customer experience for our SaaS users
Shift customer engagement strategy toward an AI-driven, tech-touch engine
Scale team's capabilities and empower customer-facing professionals
Facilitate and govern complex, cross-functional design thinking workshops
Diagnose systemic, root-cause workflow inefficiencies across the enterprise
Direct the CX strategy and business logic for the integration of Generative AI and LLMs into our customer journeys
Lead cross-functional resources to build and deploy proactive digital interventions
Exercise independent decision-making to partner with Product and Engineering VPs/Directors
Lead, mentor, and elevate a high-performing Digital CX Engine
Guide the organizational change management to shift legacy teams to an AI-first customer engagement framework
Champion and govern the seamless integration of new digital tools, workflows, and AI interventions across global teams
Guide business requirements for predictive customer health scoring models

Requirements

What you’ll need

Bachelor's degree or four or more years of experience
Highly experienced People leader with 8+ years in Customer Success, Sales, CX Strategy, Marketing Ops, or Digital CX, with at least 3 years in a leadership role within a SaaS environment
Deep expertise building, auditing, and restructuring end-to-end customer journeys
Certified or highly experienced in facilitating Design Thinking workshops to drive out-of-the-box innovation
Proven ability to act as the ultimate business owner for customer-facing automation, navigating complex, cross-functional environments to secure alignment
Expertise in designing automated customer-impacting workflows that feel highly personalized and intuitive, shifting away from human-dependent models to tech-touch platforms
Strong data fluency and ability to translate data into CX strategy
Proficiency in BI tools (Tableau/Looker), and Customer Success platforms (Gainsight/Staircase/ChurnZero).

Benefits

Comp & perks

medical, dental, vision insurance
short and long term disability
basic life insurance
supplemental life insurance
AD&D insurance
identity theft protection
pet insurance
group home & auto insurance
matched 401(k) savings plan
up to 8 company paid holidays per year
up to 6 personal days per year
paid parental leave
adoption assistance
tuition assistance
potential for overtime, shift differential, holiday pay, allowances

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Artificial IntelligenceMachine LearningDesign ThinkingCustomer Journey MappingData FluencyAutomated WorkflowsPredictive Customer Health ScoringCross-Functional LeadershipDigital Customer ExperienceSaaS Environment

Soft Skills

People LeadershipDecision-MakingMentoringOrganizational Change ManagementInnovationCollaborationFacilitationEmpowermentStrategic ThinkingProblem Solving

Certifications

Design Thinking Certification