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 FrameworkDeliver Holistic, Actionable Customer IntelligencePower the Digital Concierge ExperienceEnable Cross-Functional Decision-MakingLead and Develop a High-Performing TeamSuccess OutcomesEarly Detection of Risk and OpportunityPersonalized, Scalable EngagementImproved Retention and GrowthStrategic Differentiation Through IntelligenceSuccessful Launch and Adoption of the Digital ConciergeImproved Customer Satisfaction with the UKG ExperienceBasic 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.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.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.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.