AVP, Digital Customer Interaction
Skills
Computer ScienceAdoptionContact CentersContinuous ImprovementCustomer ExperienceCustomer Experience DesignData Analytics
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's degree in Business Technology Computer Science or a related field
- 10+ years of professional experience
- 5+ years of leadership experience in Digital Customer Experience Contact Center Operations Product Management or related disciplines
- Strong knowledge of CRM platforms customer experience technologies analytics AI and automation solutions
- Proven ability to lead cross-functional initiatives and influence stakeholders at all levels
- Experience operating within a regulated industry
Nice to have
- Strategic
- Cross-functional
- Analytical
- Customer-focused
- Innovative
Day to day
- Lead the digital customer interaction strategy across web mobile chat messaging IVR and self-service channels.
- Drive customer experience improvements through automation AI and omnichannel service design.
- Oversee print mail scanning and document processing operations to support high-volume customer communications and operational efficiency.
- Partner with Technology Operations Marketing Compliance and Customer Service teams to deliver scalable seamless customer experiences.