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 Role

We 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 Responsibilities

Operationalize the Modular Signal Framework

• Use and evolve a signal framework to deliver real-time, predictive insights across key signal domains (e.g., mindset, support experience, product usage, engagement, belonging).
• Deliver holistic, actionable customer intelligence
• Integrate sentiment, usage, support, engagement, and commercial data to assess customer health and forecast future behaviors.
• Power the Digital Concierge Experience
• Apply intelligence signals to personalize guidance and support for each customer system administrator or primary contactenabling proactive, scalable engagement.
• Enable Cross-Functional Decision-Making
• Deliver insights to Customer Success, Product, Marketing, and Sales teams to inform playbooks, roadmap priorities, and strategic interventions.
• Lead and Develop a High-Performing Team
• Manage and mentor a team including an Intelligence Architect, Signal Analyst, and Digital Concierge Program Manager.

Success Outcomes

Early Detection of Risk and Opportunity

Basic Qualifications

Data & Analytics

Digital Experience & Automation

Executive Communication & Influence

Strategic Growth & Leadership

Preferred but Differentiating Qualifications

Background 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.