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. 

• Identify leading indicators of churn, retention, growth, and customer health. 

• Analyze pricing effectiveness and commercial performance. 

• Deliver executive insights that support revenue planning and strategic decision-making. 

• Transform descriptive reporting into predictive and prescriptive analytics. 

Primary Outcome: Enable Revenue Strategy & Analytics to identify, validate, quantify, and prioritize revenue opportunities through data-driven customer intelligence

Partner with the Director, Revenue Growth Programs to: 

• Translate identified opportunities into executable growth initiatives. 

• Prioritize opportunities based on expected revenue impact and likelihood of success. 

• Develop business cases supporting strategic investments and growth programs. 

• Measure initiative effectiveness and return on investment. 

• Monitor execution outcomes and feed learnings back into opportunity identification models. 

• Create closed-loop reporting between opportunity identification and program execution. 

Primary Outcome: Deliver a continuously refreshed inventory of high-value growth opportunities ready for implementation across the business.

Partner with the Director, Renewal Operations & Commercial Optimization to: 

• Develop predictive customer retention and churn models. 

• Build renewal risk identification frameworks. 

• Support pricing optimization and renewal strategy initiatives. 

• Create AI-assisted renewal prioritization and recommendation engines. 

• Improve renewal forecasting through predictive analytics. 

• Enable automation of renewal workflows and decision-support processes. 

Primary Outcome: Improve customer retention, reduce revenue attrition, and increase renewal performance through advanced customer intelligence.

Artificial Intelligence Strategy & Enablement:

• Lead evaluation and implementation of AI solutions across Revenue Management and customer-facing functions. 

• Identify opportunities to leverage AI to improve customer outcomes, productivity, and decision-making. 

• Develop AI-enabled workflows that automate repetitive analysis and operational activities. 

• Evaluate emerging AI technologies and their potential business applications. 

• Establish AI governance, adoption, and performance measurement frameworks. 

• Serve as the organization's subject matter expert on customer intelligence and AI innovation. 

Executive Reporting & Business Insights:

• Develop executive dashboards, scorecards, and intelligence reporting. 

• Present strategic findings and recommendations to senior leadership. 

• Translate complex analytical findings into clear, business-focused recommendations. 

• Support annual planning, forecasting, operating reviews, and executive decision-making. 

• Serve as a trusted advisor on customer trends, commercial opportunities, and AI strategy. 

Success Metrics:

Customer Intelligence 

• Customer Intelligence Platform Adoption 

• Customer Data Coverage 

• Customer Data Quality 

• Customer Health Score Accuracy 

• Executive Dashboard Utilization 

Revenue Impact 

• Revenue Opportunities Identified 

• Estimated Revenue Pipeline Generated 

• Expansion Opportunity Conversion 

• Revenue Leakage Reduction 

• Customer Retention Improvement 

Predictive Analytics 

• Churn Prediction Accuracy 

• Customer Health Prediction Accuracy 

• Forecast Accuracy Improvement 

• Revenue Opportunity Identification Accuracy 

AI & Automation 

• AI Solution Adoption 

• Productivity Improvements 

• Automated Decision Support Utilization 

• Time Savings Generated Through Automation 

Business Impact