Customer Intelligence & AI Lead

The Role:

The Director, Customer Intelligence & AI is responsible for building and leading the company's customer intelligence and artificial intelligence capabilities, creating a strategic advantage through data-driven insights, predictive analytics, and intelligent automation. 

This role serves as the intelligence engine of the Revenue Management organization by transforming customer, product, commercial, operational, support, and financial data into actionable insights that drive revenue growth, improve customer retention, and accelerate business performance. 

The Director will develop a centralized Customer Intelligence Platform that provides a unified view of customer health, value realization, product adoption, retention risk, expansion opportunity, and commercial performance. The role will partner closely with Revenue Strategy & Analytics, Revenue Growth Programs, Renewal Operations & Commercial Optimization, Customer Success, Customer Support, Product, Sales, and Finance to identify opportunities and enable execution.  

 

The Mission is to build the organization's customer intelligence and AI capabilities by transforming customer data into predictive insights that uncover revenue opportunities, improve customer retention, enable intelligent automation, and accelerate sustainable business growth.

 

The ideal candidate combines expertise in data science, AI, machine learning, customer analytics, business intelligence, and commercial strategy with the ability to influence decision-making at the executive level. 

 

Key Responsibilities:

Customer Intelligence Strategy & Platform Development:

• Design, build, and maintain a centralized Customer Intelligence Platform. 

• Develop a comprehensive Customer 360 environment integrating: 

• Product usage data 

• Customer Success data 

• Customer Support interactions 

• CRM activity 

• Contract and renewal data 

• Financial and billing information 

• Customer sentiment and engagement metrics 

• Establish governance, quality standards, and ownership for customer intelligence data. 

• Create scalable and reusable customer intelligence frameworks supporting the organization's growth objectives. 

• Develop customer health, customer value, and customer maturity measurement methodologies. 

 

Revenue Opportunity Identification:

• Develop advanced analytical models that identify revenue growth opportunities across the customer lifecycle. 

• Create predictive models that surface: 

• Expansion opportunities 

• Upsell opportunities 

• Cross-sell opportunities 

• Pricing optimization opportunities 

• Customer retention risks 

• Revenue leakage 

• Build recommendation engines that prioritize the highest-value customer actions. 

• Quantify revenue potential and expected business impact for identified opportunities. 

• Establish an ongoing pipeline of actionable revenue opportunities for business review and prioritization. 

 

Partner with the Director, Revenue Strategy & Analytics to: 

• Build predictive revenue and customer behavior models. 

• Develop advanced customer segmentation frameworks. 

• Improve forecasting accuracy through predictive analytics.