AI CX (Customer Experience) Director

Location:
Baltimore, MD

Employment Type:
Permanent

Specialty:
AI, Digital Marketing, Market Research, Marketing Analytics, Sales/Business Development/Fundraising

Job Number:
#3122

Job Description

Calling all empathetic, data-savvy, customer-first leaders
Our client, a HealthTech company, is seeking an AI CX Director to help optimize the customer journey. In this role, you’ll design and optimize customer engagement touchpoints using AI-powered tools, from chatbots to predictive service models. You’ll act as the bridge between customer insights, marketing, and product teams to ensure every interaction feels personalized and frictionless. If you thrive at the intersection of human empathy and cutting-edge AI, this role could be a perfect fit.

Location: Qualified applicants must be located in the Baltimore-metro area. Hybrid opportunity with 2-3 days in downtown Baltimore.  
U.S. citizenship or a permanent residency card in the U.S. is required to be an eligible candidate for this opportunity.

Employment: Direct hire, full-time (40 hours/week). Flexible schedule with some WFH options.

Role Responsibilities:

  • Implement AI-driven tools (chatbots, voice assistants, personalization engines) to improve customer experience.
  • Partner with marketing teams to ensure messaging and interactions align with brand standards.
  • Use predictive analytics to anticipate customer needs and reduce churn.
  • Develop frameworks to monitor and measure CX success with AI.
  • Train teams on how to use AI systems to improve service delivery.
  • Manage up to 4 direct reports.
  • Collaborate closely with C-suite (CMO, COO, CTO, CEO)
  • Stay up to date with emerging CX tech trends.

Skills and Experience:

  • 12+ years in customer experience, CRM, or marketing operations.
  • Knowledge of AI-powered CX platforms and personalization engines.
  • Strong background in data analytics and customer journey mapping.
  • Ability to manage cross-functional projects and influence stakeholders.
  • Excellent communication skills with a customer-first mindset.

 

Additional Information

TorchLight Hire matches qualified candidates like you with contract and permanent marketing, communications, creative, and digital roles that are a professional and cultural fit. We offer our contractors industry-leading benefits like medical insurance, 401(k) plans and others.

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