Director, Customer Experience & Scaled Success
Core
Define and evolve scaled engagement programs, onboarding journeys, and community experiences to drive customer adoption, retention, and advocacy for AI-powered insurance claims software.
Role type
Director, Customer Experience & Scaled Success
Builds
Scalable onboarding and adoption journeys, customer forums, advocacy initiatives, and community experiences
Domain
B2B SaaS / Insurance Technology
Deliverable
product features
Required skills
Customer journey design, lifecycle program management, behavioral engagement strategies, cross-functional collaboration, data-driven optimization, system architecture, ambiguity management
Preferred skills
AI-enabled workflow design, community building, reducing operational complexity for support teams
Technologies
Lifecycle management tools, behavioral analytics platforms, community engagement platforms
Responsibilities
Build scalable onboarding and adoption journeys; Design automated engagement motions using behavioral signals; Identify customer friction points and design interventions; Design and evolve customer programs including webinars and advocacy; Drive experimentation and continuous optimization of journeys; Define and own metrics for adoption, engagement, and retention.
Seniority
Director, strategic leadership with hands-on execution
