Directs enterprise experience optimization and adoption for CX performance platforms
Leads business-side strategy for adoption, governance, optimization, and value realization
Partners cross-functionally to drive improved performance and cost outcomes
Develops and oversees adoption operating model aligning with business objectives
Defines governance routines, adoption gates, and sustainment expectations
Builds relationships by translating platform capabilities into operational value
Creates standards for tool usage, workflow design, and ongoing optimization
Owns optimization backlog identifying opportunities to improve adoption and performance
Partners with teams to equip CX leaders with enablement and job aids
Defines and tracks adoption analytics and value realization metrics
Builds, leads, and develops a high-performing Experience Optimization & Adoption team

12 or more years of experience leading large-scale CX, performance enablement, platform adoption, digital transformation, or operational optimization initiatives
At least 5 years in a senior leadership role
Demonstrated success leading enterprise adoption and optimization of complex platforms
Proven ability to create governance through influence in highly matrixed organizations
Strong analytical and problem-solving skills
Exceptional communication and stakeholder management skills
Demonstrated ability to build, lead, and scale high-performing teams
Hands-on experience with Verint platforms and contact center or CX technology ecosystems strongly preferred
Experience in healthcare, insurance, public sector, or other highly regulated, high-complexity service environments preferred.

Director, Experience Optimization – Adoption

Key skills