Director of Digital CX & AI

What You’ll Own

·       The end-to-end AI-driven customer experience, with Luna as a core interaction layer

·       Adoption, quality, and effectiveness of AI-assisted workflows across customers and internal teams

·       A scalable operating model for designing, testing, and improving AI-driven experiences (“AgentOps”)

·       The evolution of Luna from support assistance to workflow execution and operational enablement
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Key Responsibilities

Customer Experience Strategy & Evolution

• Define and own the vision for AI-powered customer interaction across the Loan Vision lifecycle
• Reframe Luna as a digital experience layer that enhances onboarding, support, and daay-to-day operations
• Identify high-impact use cases where AI can reduce friction, improve speed, and increase customer confidence
• Partner closely with Customer Success and Support leadership to align AI capabilities with real customer needs

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Experience Design & Agent Behavior

• Define how AI agents behave, respond, escalate, and guide customers through tasks
• Ensure consistency in tone, clarity, and usability across all AI-driven     interactions
• Translate complex backend processes into simple, guided customer experiences
• Balance automation with human touchpoints to maintain trust and satisfaction

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AI Platform & Architecture (Techno-Functional Ownership)

• Own the architecture and orchestration of Luna and related AI capabilities
• Design and govern agent workflows including:
  • Tool calling and workflow execution
  • Structured outputs and guided experience
  • Multi-step task orchestration

• Lead integration strategy across Business Central, Salesforce, and knowledge sources
• Make practical tradeoffs between RAG, tool calling, and other AI patterns based on customer outcomes
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Microsoft AI Ecosystem Leadership

• Serve as the internal leader for Copilot Studio and the Microsoft AI stack
• Guide implementations across:
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  • Copilot Studio (topics, knowledge sources, connectors)
  • Azure AI Search (vector + hybrid)
  • Azure Functions, Logic Apps, Container Apps
  • Power Platform

• Ensure secure, scalable identity and access patterns via Entra ID

AI Experience Operations (AgentOps)

• Establish a repeatable model for evaluating and improving AI-driven experiences
• Define metrics for:
  • Customer adoption
  • Experience quality
  • Task completion success

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• Implement feedback loops and continuous improvement processes
• Ensure proper governance, security, and compliance across all AI interactions

Knowledge & Content Experience

• Own the experience layer of knowledge powering Luna
• Ensure content is:
  • Customer-friendly
  • Contextually relevant
  • Structured for retrieval and action

• Partner with internal teams to close knowledge gaps and improve usability
• Define processes for maintaining high-quality, AI-ready content
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Cross-Functional Leadership

• Act as a bridge between Customer Success, Product, Development, and Implementation
• ring a customer-first lens to technical decisions and platform evolution
• Translate technical possibilities into clear, customer-facing value
• Serve as a strategic advisor to leadership on AI-driven customer experience and internal AI initiatives

What Success Looks Like

• Luna is a trusted, widely adopted customer experience layer
• Customers rely on AI to complete tasks, not just get answers
• Time-to-resolution and operational effort are measurably reduced
• AI experiences are intuitive, consistent, and aligned with customer workflows
• Loan Vision is recognized for delivering best-in-class AI-enabled customer experience