Director Customer Experience Intelligence.

Integrate sentiment, usage, support, engagement, and commercial data to assess customer health and forecast future behaviors.

Power the Digital Concierge Experience
Apply intelligence signals to personalize guidance and support for each customer system administrator or primary contact-enabling proactive, scalable engagement.

Enable Cross-Functional Decision-Making
Deliver insights to Customer Success, Product, Marketing, and Sales teams to inform playbooks, roadmap priorities, and strategic interventions.

Lead and Develop a High-Performing Team
Manage and mentor a team including an Intelligence Architect, Signal Analyst, and Digital Concierge Program Manager.

Success Outcomes

Early Detection of Risk and Opportunity
Signals surface churn risk, expansion potential, and sentiment shifts before they escalate.

Personalized, Scalable Engagement
The Digital Concierge delivers tailored experiences based on real-time intelligence.

Improved Retention and Growth
Data-driven interventions increase Net Revenue Retention (NRR) and Customer Lifetime Value (CLV).

Strategic Differentiation Through Intelligence
UKG becomes known for understanding its customers deeply and acting with precision and empathy.

Successful Launch and Adoption of the Digital Concierge
Internal teams and external customers embrace the concierge experience, driving engagement and satisfaction.

Improved Customer Satisfaction with the UKG Experience
Customers feel known, supported, and empowered-leading to stronger relationships and brand affinity.

Basic Qualifications

Data & Analytics

• 8+ years of experience using customer data and analytics to inform strategy, including 3-5 years leading teams that operationalize signal or intelligence frameworks.
• Proven ability to integrate usage, sentiment, and engagement data into predictive customer health or growth models.
• 5+ years of experience applying telemetry and behavioral analytics to identify churn risk or expansion opportunities.
• Demonstrated proficiency with analytics and CX platforms such as Tableau, Power BI, Gainsight, Salesforce, or equivalent tools.

Digital Experience & Automation

• 5+ years of experience driving digital engagement, AI-driven personalization, or automation programs that improve customer experience and retention.
• History of applying intelligence signals to personalize guidance or automate workflows across diverse customer segments.

Executive Communication & Influence

• 5+ years of experience presenting complex data and insights to executive or cross-functional leadership, driving data-informed decisions.
• Proven ability to translate intelligence into strategic narratives and actionable recommendations that influence business priorities.

Strategic Growth & Leadership

• 10+ years of overall customer experience, success, or intelligence leadership within B2B SaaS, demonstrating measurable improvements in Net Revenue Retention (NRR), Customer Lifetime Value (CLV), or NPS/CSAT.
• Experience leading cross-regional teams and driving alignment across Customer Success, Product, Marketing, and Sales.
• Track record of building and scaling new CX or analytics capabilities in dynamic, high-growth environments.

Preferred but Differentiating Qualifications

• Background in predictive analytics, machine learning, or data science for CX.
• Experience standing up a signal framework or equivalent customer intelligence infrastructure.
• Prior involvement in launching or scaling a digital concierge or AI-assisted customer engagement program.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

The pay range for this position is $145,600 to $209,300., however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/about-us/careers/benefits

Client-provided location(s): Flexible / Remote

Job ID: ukg-DIRCU016155

Employment Type: OTHER

Posted: 2025-11-15T18:40:55