Director of Digital Customer Experience & AI

About this 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…