What You’ll Own
- The end-to-end AI-driven customer experience, with LV 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 LV 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 LV Luna as a digital experience layer that enhances onboarding, support, and day-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 LV Luna and related AI capabilities
- Design and govern agent workflows including:
- Tool calling and workflow execution
- Structured outputs and guided experiences
- 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:
- Copilot Studio (topics, knowledge sources, connectors)
- Azure AI Search (vector + hybrid)
- Azure Functions, Logic Apps, Container Apps
- Ensure secure, scalable identity and access patterns via Entra ID
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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
- Implement feedback loops and continuous improvement processes
- Ensure proper governance, security, and compliance across all AI interactions
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Knowledge & Content Experience
- Own the experience layer of knowledge powering LV 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, Engineering, and Architecture
- Bring 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
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What Success Looks Like
- LV 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
