Director Customer Experience Intelligence.

Director Of Customer Experience Intelligence (CXI)At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work mattersand so do you.About The RoleWe are seeking a strategic, data-driven leader to serve as the Director of Customer Experience Intelligence (CXI). This role will be responsible for operationalizing a modular signal framework that delivers holistic, predictive insights into customer health and future behaviors. The Director will lead a team focused on powering personalized, scalable engagement through the Digital Concierge and enabling cross-functional decision-making across Customer Success, Product, Marketing, and Sales. This is a high-impact role that sits at the intersection of customer intelligence, experience design, and strategic growth.Key ResponsibilitiesOperationalize the Modular Signal FrameworkUse and evolve a signal framework to deliver real-time, predictive insights across key signal domains (e.g., mindset, support experience, product usage, engagement, belonging).Deliver holistic, actionable customer intelligenceIntegrate sentiment, usage, support, engagement, and commercial data to assess customer health and forecast future behaviors.Power the Digital Concierge ExperienceApply intelligence signals to personalize guidance and support for each customer system administrator or primary contactenabling proactive, scalable engagement.Enable cross-functional decision-makingDeliver insights to Customer Success, Product, Marketing, and Sales teams to inform playbooks, roadmap priorities, and strategic interventions.Lead and Develop a High-Performing TeamManage and mentor a team including an Intelligence Architect, Signal Analyst, and Digital Concierge Program Manager.Success OutcomesEarly Detection of Risk and OpportunitySignals surface churn risk, expansion potential, and sentiment shifts before they escalate.Personalized, Scalable EngagementThe Digital Concierge delivers tailored experiences based on real-time intelligence.Improved Retention and GrowthData-driven interventions increase Net Revenue Retention (NRR) and Customer Lifetime Value (CLV).Strategic Differentiation Through IntelligenceUKG becomes known for understanding its customers deeply and acting with precision and empathy.Successful Launch and Adoption of the Digital ConciergeInternal teams and external customers embrace the concierge experience, driving engagement and satisfaction.Improved Customer Satisfaction with the UKG ExperienceCustomers feel known, supported, and empoweredleading to stronger relationships and brand affinity.Basic QualificationsData & Analytics8+ years of experience using customer data and analytics to inform strategy, including 35 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 & Automation5+ 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 & Influence5+ 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 & Leadership10+ 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 QualificationsBackground 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.Equal Opportunity EmployerUKG 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.