SVP Customer Experience & AI Consulting

Uniphore is one of the largest B2B AI-native companies—decades-proven, built-for-scale and designed for the enterprise. The company drives business outcomes, across multiple industry verticals, and enables the largest global deployments.

Uniphore infuses AI into every part of the enterprise that impacts the customer. We deliver the only multimodal architecture centered on customers that combines Generative AI, Knowledge AI, Emotion AI, workflow automation and a co-pilot to guide you. We understand better than anyone how to capture voice, video and text and how to analyze all types of data.

As AI becomes more powerful, every part of the enterprise that impacts the customer will be disrupted. We believe the future will run on the connective tissue between people, machines and data: all in the service of creating the most human processes and experiences for customers and employees.

Job Description

Position Overview

Role Overview

As the Senior Vice President of Customer Experience & AI Consulting (SVP CX & AI Consulting), you will lead two critical areas:

Customer Experience (CX) Leadership – You will shape and execute our customer experience vision, driving engagement, satisfaction, and loyalty across our global customer base. AI Consulting Leadership – You will establish and lead our AI consulting practice, helping enterprises integrate AI into their applications and data platforms to maximize value from AI-driven solutions.

You will oversee a dedicated global team, ensuring that Uniphore is both a trusted CX leader and a top-tier AI consulting partner for enterprises.

Key Responsibilities

Customer Experience (CX)

• Develop and implement a comprehensive customer experience strategy aligned with company objectives.
• Lead the CX team in identifying and analyzing customer needs, pain points, and feedback to inform product and service enhancements.
• Collaborate with marketing, sales, product development, and operations teams to ensure a seamless and integrated customer journey.
• Establish metrics and KPIs to measure customer satisfaction and experience, leveraging data-driven insights to drive continuous improvements.
• Advocate for the voice of the customer at all organizational levels, fostering a customer-centric culture.
• Oversee the development of customer support processes and tools to ensure efficient and effective service delivery.
• Identify and implement innovative technologies and methodologies to enhance customer interactions and engagement.
• Drive CX transformation initiatives leveraging AI, automation, and analytics to personalize and optimize customer interactions.
• Lead, mentor, and inspire the CX team to achieve excellence and professional growth.
  
  

AI Consulting

• Establish and lead the AI consulting practice, defining service offerings, methodologies, and best practices to help clients successfully integrate AI into their enterprise strategies.
• Collaborate with sales and marketing teams to position Uniphore’s AI consulting practice as a market leader, driving awareness and business growth.
• Develop strategic partnerships with enterprises, industry leaders, and technology partners, including management consulting firms and system integrators (SIs).
• Work closely with clients to understand their unique AI transformation needs and create customized AI and data-driven solutions.
• Stay ahead of AI trends, regulatory considerations, and emerging technologies to ensure Uniphore’s consulting practice remains cutting-edge and compliant.
• Design AI adoption roadmaps for enterprises, guiding them through AI strategy development, implementation, and governance.
• Provide thought leadership through white papers, industry events, and executive-level engagements on AI adoption and transformation.
  
  

Qualifications

Customer Experience (CX)

• 15 years of experience in customer experience leadership roles, preferably within AI-driven organizations.
• Strong understanding of customer journey mapping, customer feedback mechanisms, and experience design.
• Demonstrated success in developing and implementing CX strategies that drive business growth.
• Expertise in AI-driven CX solutions, including conversational AI, predictive analytics, and customer data strategies.
• Exceptional analytical and problem-solving skills, with the ability to translate insights into actionable strategies.
• Strong communication and interpersonal skills, with the ability to influence stakeholders at all levels.
• Experience with CX technologies and tools (e.g., CRM systems, customer feedback platforms).
• Track record of scaling customer engagement programs that improve retention and loyalty.
• A passion for enhancing customer satisfaction and loyalty through innovative approaches.
  
  

AI Consulting

• Proven experience in building and scaling a consulting practice preferably within the AI space, including defining service offerings, managing teams, and driving revenue growth.
• Extensive network and relationships within the management consulting and system integrator (SI) ecosystem, enabling strategic partnerships and business growth.
• Expertise in enterprise AI implementation, including data strategy and AI governance.
• Strong business acumen with the ability to translate AI concepts into business value for enterprise clients.
• Experience leading AI transformation initiatives for Fortune 500 companies or large enterprises.
• Ability to navigate complex enterprise AI data challenges, including change management, regulatory compliance, and ethical AI considerations.
• Thought leadership in AI consulting demonstrated through industry recognition, publications, or speaking engagements.
  
  

Hiring Range

$200,000 - $350,000 - for Primary Location of USA - CA - Palo Alto

The specific rate will depend on the successful candidate's qualifications and prior experience.

In addition to competitive base pay, this position also includes an annual incentive opportunity based on target achievement, pre-IPO stock options, benefits including medical, dental, vision, 401(k) with a match, and more, plus generous paid time off, paid holidays, paid day off for your birthday and other paid leave policies to support employees through all phases of life.

Location preference:

USA - CA - Palo Alto

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.