Director of AI & Customer Experience

The Director of AI & Customer Experience will lead Elevated Brands Group's AI transformation strategy with a primary focus on creating industry-leading digital customer experiences across our ecommerce brands. This individual will identify, evaluate, and implement AI technologies that improve product discovery, personalization, visualization, customer engagement, and operational efficiency. This position will be the expert in architecting data models and integrations in order to offer a highly personalized experience to the user.

This role will serve as the company's internal AI expert, partnering across Marketing, Ecommerce, Technology, Customer Service, Sales, Finance, and Operations to identify high-impact opportunities where AI can enhance both the customer journey and internal business processes.

Success in this role requires someone who understands emerging AI technologies and data models, integrations, customer experience design, ecommerce best practices, and how to translate business challenges into scalable AI solutions.

Key Responsibilities AI Customer Experience Strategy

Develop and execute the company's AI roadmap for customer experience. Continuously evaluate emerging AI technologies that improve ecommerce performance. Identify opportunities to differentiate our brands through AI-powered shopping experiences. Lead experimentation with new AI capabilities and rapidly validate business value.

Ecommerce & Digital Experience Own AI initiatives across the digital shopping journey, including:

Product recommendations Room visualization and Spatial AI AI merchandising Personalized shopping experiences AI-powered search and browse Conversational shopping assistants Product Information Agents Visual search Image recognition Augmented Reality Predictive customer journeys Personalized content generation Dynamic merchandising

Partner closely with Constructor.io, Roomvo, and future AI technology partners to maximize platform capabilities while identifying opportunities beyond existing vendors.

AI Vendor Evaluation

Research emerging AI technologies and startups. Lead RFPs and vendor selection. Build business cases for AI investments. Negotiate and manage AI technology partnerships. Stay current on the rapidly evolving AI landscape.

Cross-Functional AI Transformation Partner with business leaders to identify AI opportunities across:

Customer Service Marketing Sales Ecommerce Finance Operations Merchandising Technology

Lead implementation of AI solutions that improve efficiency, decision making, and customer outcomes.

Product Ownership Serve as internal product owner for AI initiatives by:

Defining business requirements Prioritizing AI opportunities Measuring ROI Managing implementation roadmaps Coordinating cross-functional teams Ensuring successful adoption

Analytics & Measurement Develop KPIs for AI initiatives including:

Conversion Rate Average Order Value Revenue Per Visitor Search Success Customer Satisfaction AI Engagement Customer Lifetime Value Recommendation Performance Operational Efficiency ROI Use experimentation and A/B testing to continuously optimize AI experiences.

Qualifications Required

7+ years of ecommerce, digital product, customer experience, or AI product leadership. Experience leading AI or digital transformation initiatives. Strong understanding of generative AI, LLMs, recommendation engines, personalization, and conversational AI. Experience evaluating SaaS technology vendors. Strong analytical and business case development skills. Experience leading cross-functional initiatives. Excellent communication and executive presentation skills.

Preferred Experience with platforms such as:

Constructor.io Shopify or bespoke commerce platforms Roomvo or spatial visualization tools HubSpot Apollo Google Analytics Looker Power BI OpenAI Anthropic Google Vertex AI AWS AI Microsoft Copilot LangChain Vector databases Recommendation engines AR/VR visualization

Success in the First Year

Develop a comprehensive AI roadmap aligned with company strategy. Launch next-generation AI shopping experiences that improve conversion and customer engagement. Evaluate and implement new AI technologies that create measurable business value. Establish AI governance and vendor evaluation processes. Improve internal productivity through AI-enabled workflows across multiple departments.

• 7+ years leading ecommerce, digital product, customer experience, or AI product initiatives with demonstrated experience in AI/digital transformation, generative AI, LLMs, recommendation engines, personalization, conversational AI, SaaS vendor evaluation, and cross-functional leadership.

• Hands-on experience with Constructor.io, Shopify, Roomvo, HubSpot, Google Analytics, Looker, Power BI, OpenAI, Anthropic, Google Vertex AI, AWS AI, LangChain, vector databases, or AR/VR visualization platforms.

• SaaS evaluation and selection tools, business intelligence platforms (Google Analytics, Looker, Power BI), AI/ML platforms (OpenAI, Anthropic, Google Vertex AI, AWS AI), ecommerce platforms (Shopify or custom commerce stacks), Constructor.io, Roomvo, and experimentation/A/B testing software.