Director of Digital Customer Experience & AI
Posted about 17 hours ago
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.
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Other open roles at Banyan Software(6)
Banyan Software is a buy and hold for life acquirer of vertical market software businesses. Founded in 2016 by David Berkal, Banyan was created to offer software owners a third option beyond selling to a competitor focused on cutting costs or a traditional investment firm that would resell the business a few years later. As a private company with no fund timeline and no exit pressure, Banyan holds and grows its businesses for life. Unlike private equity firms, Banyan preserves the culture, brand, and autonomy of each business rather than consolidating or cutting costs to maximize short-term returns. Every acquired company keeps its management team, brand identity, and customer relationships intact. Banyan works closely with each owner to find the right path forward, whether they want to stay at the helm, transition to an advisory role, or make a graceful exit. Many owners choose to retire or move on, either at closing or within a year or two. In those cases, Banyan partners with the outgoing owner to recruit a new CEO who is the right fit for the team and culture. Every Banyan company is paired with a dedicated Operating Leader who provides strategic guidance and support. Companies also gain access to the Banyan Business Community, which includes CEO Summits, functional Guilds, an online portal, and peer networks. Growth Enablement resources are available across finance, technology, sales and marketing, HR, legal, and talent. Banyan also invests in AI capabilities across its portfolio to help modernize products and accelerate growth. Banyan acquires profitable, market-leading enterprise software businesses with annual revenues generally greater than $2M, a high proportion of recurring revenue, strong customer retention, and engaged employees. The portfolio spans vertical markets including education, government, financial services, healthcare, media and entertainment, and transportation, with businesses across North America, the United Kingdom, Europe, and Australia and New Zealand
Key team members
Adam Cole
Michael Giske
Lisa Cowan
Alex Jarzebowicz
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