Director of Digital Customer Experience & AI

Director of Digital Customer Experience & AIUnited StatesApplyBanyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC. Director of Digital Customer Experience & AI Location: Remote / HybridReports to: VP, Customers SuccessDepartment: Customer Success Role OverviewLoan Vision is entering a new era in how customers engage with our platform, our data, andour support organization. With LV Luna in market and LV Luna 2.0 on the horizon, AI willbecome a central part of the end-to-end customer experience; from answering questions toguiding workflows and executing tasks within our Microsoft Dynamics 365 Business Central–based platform. We are seeking a Director of Intelligent Customer Experience to lead the strategy, design, andcontinuous improvement of AI-powered customer interactions across the Loan Visionecosystem. This role will own LV Luna not just as a platform, but as a customer-facingexperience layer that shapes how clients learn, operate, and succeed with our solution.This is a techno-functional leadership role sitting within Customer Success, responsible fortranslating AI capabilities into practical, secure, and intuitive customer experiences. The idealcandidate blends customer empathy, process design, and technical fluency to delivermeaningful outcomes, not just technology. 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 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 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 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, and 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 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, and Container Apps• Ensure secure, scalable identity and...