The Director of CX AI is a visionary strategic change agent responsible for defining and executing the end-to-end AI roadmap for the global Client Experience organization at SS&C Advent.
This role bridges AI technology, service delivery workflows, and operational excellence — translating cutting-edge capabilities into measurable client impact.
Develop and own a multi-horizon AI roadmap aligned to CX OKRs; prioritize initiatives by business value, feasibility, and risk.
Lead structured evaluations of AI tools and platforms.
Identify high-impact automation and augmentation opportunities across support, onboarding, and escalation workflows; drive adoption through measurable pilots.
Serve as a hands-on architecture authority across LLM, RAG, and agentic systems; partner with Engineering and IT on integration standards and infrastructure.
Collaborate on AI literacy across the CX organization through training programs, playbooks, and communities of practice.
Establish frameworks for responsible AI use, including bias monitoring, data privacy, audit trails, and regulatory alignment.

4+ years in Customer Experience, Technical Support, or related operations.
A forward-thinking AI advocate with concrete ideas for how emerging technologies can elevate support operations at scale
Demonstrated track record of taking technology initiatives from concept to production in a customer-facing context
Experience leading cross-functional technical teams and influencing without direct authority
Familiarity with financial services, fintech, or regulated industries preferred
Deep understanding of modern AI architectures, including LLMs, RAG pipelines, and agentic workflows
Comfort operating at both the strategic and hands-on level — able to review architecture diagrams and challenge design decisions
Bachelor's degree required; degree in Computer Science, Data Science, Business, or a related field preferred. Equivalent experience will be considered.

Director of CX AI

Key skills