Director, Experience Optimization – Adoption
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Job Description
Director of Experience Optimization & Adoption at Gainwell, leading CX performance platforms and ensuring technology translates into operational value. Seeking experienced leader for large-scale optimization initiatives.
Responsibilities:
- 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
Requirements:
- 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.
Benefits:
- Comprehensive health benefits
- 401(k) employer match
- Generous, flexible vacation policy
- Educational assistance
- Leadership and technical development academies
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