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

Power the Digital Concierge Experience

Enable Cross-Functional Decision-Making

Lead and Develop a High-Performing Team

Success Outcomes

Early Detection of Risk and Opportunity

Personalized, Scalable Engagement

Improved Retention and Growth

Strategic Differentiation Through Intelligence

Successful Launch and Adoption of the Digital Concierge

Improved Customer Satisfaction with the UKG Experience

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.

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. Learn more at UKG.

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. View The EEO Know Your Rights poster.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

The pay range for this position is $145,600 to $209,300., however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.

Information about UKG's comprehensive benefits can be reviewed on our careers site at https : / / www.ukg.com / about-us / careers / benefits

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.