Director Customer Journey Transformation & Automation (all genders)

KEY RESPONSIBILITIES

• Service Automation & Architecture: Design and implement automation-first service models leveraging GenAI, intelligent workflows, and self-service capabilities. Embed automation directly into platform architecture in close collaboration with Product teams.
• Cross-Functional Transformation Leadership: Drive alignment across Customer Success, Product, Operations, Pay, and Supply. Lead transformation initiatives from concept to execution, ensuring measurable business impact.
• Process Engineering & Optimization: Analyze and redesign operational workflows using structured process engineering methodologies. Ensure processes are standardized, scalable, and automation-ready.
• Product Collaboration: Translate operational insights into product requirements. Ensure service logic is embedded into platform functionality, reducing dependency on manual support.
• External Partner Enablement: Collaborate with technology providers and automation partners to implement AI-driven solutions and orchestration capabilities supporting service transformation.
• Structural Problem Solving: Identify root causes of recurring service issues and customer friction. Drive systemic, long-term solutions instead of operational workarounds