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Why UKG:

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 matters—and 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

Integrate sentiment, usage, support, engagement, and commercial data to assess customer health and forecast future behaviors.

Power the Digital Concierge Experience

Apply intelligence signals to personalize guidance and support for each customer system administrator or primary contact—enabling proactive, scalable engagement.

Enable Cross-Functional Decision-Making

Deliver insights to Customer Success, Product, Marketing, and Sales teams to inform playbooks, roadmap priorities, and strategic interventions.

Lead and Develop a High-Performing Team

Manage and mentor a team including an Intelligence Architect, Signal Analyst, and Digital Concierge Program Manager.

Success Outcomes

Early Detection of Risk and Opportunity

Signals surface churn risk, expansion potential, and sentiment shifts before they escalate.

Personalized, Scalable Engagement

The Digital Concierge delivers tailored experiences based on real-time intelligence.

Improved Retention and Growth

Data-driven interventions increase Net Revenue Retention (NRR) and Customer Lifetime Value (CLV).

Strategic Differentiation Through Intelligence

UKG becomes known for understanding its customers deeply and acting with precision and empathy.

Successful Launch and Adoption of the Digital Concierge

Internal teams and external customers embrace the concierge experience, driving engagement and satisfaction.

Improved Customer Satisfaction with the UKG Experience

Customers feel known, supported, and empowered—leading to stronger relationships and brand affinity.

Basic Qualifications

Data & Analytics

+ 8+ years of experience using customer data and analytics to inform strategy, including 3–5 years leading teams that operationalize signal or intelligence frameworks.

+ Proven ability to integrate usage, sentiment, and engagement data into predictive customer health or growth models.

+ 5+ years of experience applying telemetry and behavioral analytics to identify churn risk or expansion opportunities.

+ Demonstrated proficiency with analytics and CX platforms such as Tableau, Power BI, Gainsight, Salesforce, or equivalent tools.

Digital Experience & Automation

+ 5+ years of experience driving digital engagement, AI-driven personalization, or automation programs that improve customer experience and retention.

+ History of applying intelligence signals to personalize guidance or automate workflows across diverse customer segments.

Executive Communication & Influence

+ 5+ years of experience presenting complex data and insights to executive or cross-functional leadership, driving data-informed decisions.

+ Proven ability to translate intelligence into strategic narratives and actionable recommendations that influence business priorities.

Strategic Growth & Leadership

+ 10+ years of overall customer experience, success, or intelligence leadership within B2B SaaS, demonstrating measurable improvements in Net Revenue Retention (NRR), Customer Lifetime Value (CLV), or NPS/CSAT.

+ Experience leading cross-regional teams and driving alignment across Customer Success, Product, Marketing, and Sales.

+ Track record of building and scaling new CX or analytics capabilities in dynamic, high-growth environments.

Preferred but Differentiating Qualifications

+ Background in predictive analytics, machine learning, or data science for CX.

+ Experience standing up a signal framework or equivalent customer intelligence infrastructure.

+ Prior involvement in launching or scaling a digital concierge or AI-assisted customer engagement program.

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.com.

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 (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

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 [email protected] .

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.