Title:  Principal, Digital & AI Success Experience

Job Summary

You will be the primary architect of the "Digital & AI Success experience” across the post-sales customer lifecycle. Acting as the strategic bridge between the Customer Success organization and IT, you will identify high-impact opportunities for AI integration, translate those into functional requirements, and ensure the IT delivery teams build solutions that drive real value for our customers.

Key Responsibilities

Strategic AI Identification & Prioritization

• Proactively identify where AI, Generative AI, and automation can solve customer friction points (e.g., automated onboarding, predictive support, or intelligent self-service).
• Define the expected ROI and customer impact for every proposed AI initiative.

Requirement Architecture & Design

• Take high-level business goals from the Senior Director and break them down into detailed Business Requirement Documents (BRD) and User Stories.
• Work with UX/UI designers and IT architects to ensure the "Digital Journey" feels seamless, not robotic.

IT & Engineering Orchestration

• Serve as the "Voice of the Customer" within IT sprint cycles. You are the person IT looks to for clarification on priority and functionality.
• Lead refinement sessions with engineering teams to ensure technical specifications align with the original Customer Success vision.

Roadmap & Value Realization

• Manage the digital backlog, balancing "quick wins" with long-term infrastructure plays.
• Establish the KPIs for AI initiatives and report back to leadership on whether the solution is successfully delivering the intended value.

Education and Experience

• Years of Experience - Typically requires 15+ years in Product Management, Business Analysis, or Digital Strategy roles that sit between Business and Tech
• AI Acumen - Must have a strong conceptual understanding of LLMs, Machine Learning, and Data Workflows
• Transformation Experience - Proven track record of delivering enterprise-scale digital transformation initiatives and strong technology acumen: Open AI, Cloud CX solutions, Omni-Channel Strategy, Journey Analytics
• Influence - Ability to influence IT roadmaps without having direct authority over engineering resources
• Soft Skills - High "Technical Translation" ability in taking complex customer problems and turning them into logic-based requirements