About the role

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.

Recruitment Notice

Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation.

Beware of Recruitment Scams

We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment.

Protect yourself by following these steps:

Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
Remember, employers will never request payment or banking information during the hiring process.
If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it.

Your safety and security are important to us. Thank you for staying vigilant.

Skills & Tags

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Aplyr's read

Banyan Software specializes in acquiring and nurturing software companies, offering a dynamic environment for professionals in M&A, technology, and strategic growth roles.
Synthesized from recent postings & public sources

What's promising

•Banyan Software provides significant resources for the growth of acquired companies.
•The company offers diverse roles, from M&A to technical and sales positions.
•Banyan's focus on software acquisitions allows for specialization and expertise in the industry.

What to watch

•Frequent acquisitions may lead to integration challenges and cultural shifts.
•Limited public information about employee satisfaction and company culture.
•Rapid growth could strain existing resources and management bandwidth.

Why Banyan Software

•Banyan Software focuses exclusively on acquiring and growing software businesses.
•The company supports acquired businesses with strategic expertise and resources.
•Banyan's portfolio approach allows for a variety of career opportunities across different software sectors.

Aplyr’s read is generated by AI from public sources. Was it useful?