Director of Digital Customer Experience & AI

Banyan 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 / Hybrid Reports to: VP, Customers Success Department: Customer Success Role Overview Loan Vision is entering a new era in how customers engage with our platform, our data, and our support organization. With LV Luna in market and LV Luna 2.0 on the horizon, AI will become a central part of the end-to-end customer experience; from answering questions to guiding 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, and continuous improvement of AI-powered customer interactions across the Loan Vision ecosystem. This role will own LV Luna not just as a platform, but as a customer-facing experience layer that shapes how clients learn, operate, and succeed with our solution. This is a techno-functional leadership role sitting within Customer Success, responsible for translating AI capabilities into practical, secure, and intuitive customer experiences. The ideal candidate blends customer empathy, process design, and technical fluency to deliver meaningful 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 access patterns via Entra ID AI Experience Operations (AgentOps) • Establish a repeatable model for evaluating and improving AI-driven experiences • Define metrics for: Customer adoption, experience quality, and task completion success • Implement feedback loops and continuous improvement processes • Ensure proper governance, security, and compliance across all AI interactions Knowledge & Content Experience • Own the experience layer of knowledge powering LV Luna • Ensure content is: Customer-friendly, contextually relevant, structured for retrieval and action • Partner with internal teams to close knowledge gaps and improve usability • Define processes for maintaining high-quality, AI-ready content Cross-Functional Leadership • Act as a bridge between Customer Success, Product, Engineering, and Architecture • Bring a customer-first lens to technical decisions and platform evolution • Translate technical possibilities into clear, customer-facing value • Serve as a strategic advisor to leadership on AI-driven customer experience What Success Looks Like • LV Luna is a trusted, widely adopted customer experience layer • Customers rely on AI to complete tasks, not just get answers • Time-to-resolution and operational effort are measurably reduced • AI experiences are intuitive, consistent, and aligned with customer workflows • Loan Vision is recognized for delivering best-in-class AI-enabled customer experience Required Experience & Skills • 8–12+ years in enterprise software, customer experience, or platform leadership roles • Strong experience in the Microsoft ecosystem (Dynamics 365, Azure, Copilot, etc.) • Deep understanding of AI agent behavior and workflows, customer experience design, and integration and system orchestration • Ability to translate technical concepts into intuitive user experiences • Strong communication and executive presence Preferred Background • Experience designing AI-powered customer or support experiences • Familiarity with Model Context Protocol (MCP) and secure system integrations • Experience in financial services, ERP, or regulated environments • Technical fluency in modern development ecosystems (.NET, APIs, integration patterns) Why This Role Matters This role defines how customers experience Loan Vision in the AI era. LV Luna is not just a feature, it is the front door to the platform, and this leader will shape how customers learn, operate, and succeed. The Director of Intelligent Customer Experience will ensure that AI is not just innovative, but intuitive; delivering real outcomes for customers and setting Loan Vision apart in the market. Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Recruitment Notice Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation. 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