Customer Experience AI Architect

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Vena Solutions

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2011

☁️ SaaS

💸 Finance

🤝 B2B

💰 Debt Financing - Vena Solutions on 2025-04

SaaS • Finance • B2B

Vena Solutions is a SaaS provider of an Excel-native financial planning and analysis (FP&A) platform that helps finance teams with budgeting, forecasting, reporting, consolidation, and cash-flow and workforce planning. The platform integrates natively with Microsoft 365 apps, ERP/CRM/HRIS systems, and includes an OLAP database (CubeFLEX) and AI features (Vena Copilot) to accelerate modeling, collaboration, and decision-making for enterprise finance organizations.

📋 Description

• Learn and deeply understand CX priorities, processes, systems, stakeholders, and pain points across Professional Services, Customer Adoption Management, Managed Services, and Customer Enablement; with a focus on delivery/implementation. • Identify and translate AI use cases that improve productivity, customer experience, time-to-value, and employee effectiveness across the post-sales customer journey. • Maintain and prioritize a CX AI opportunity backlog based on value, feasibility, risk, and strategic alignment — managing both inbound requests from CX leaders and proactively identified opportunities. • Design and build production-grade AI tools and workflows, including AI-assisted implementation workflows, AI copilots for consultants, and automated customer communications. • Build and maintain reliable integrations, automations, and data sync patterns across the CX stack, improving data quality, reducing tool sprawl, and ensuring actions are triggered from trusted signals. • Establish an AI/automation operating cadence for CX: intake → prioritization → build → QA → release → measure → iterate, with clear owners, SLAs, and documentation to reduce ad hoc requests and rework. • Act as the connector between CX and IT, communicating needs, priorities, and delivery context to ensure AI solutions are governed, supportable, and scalable. • Act as the connector between CX and Product & Technology, influencing architecture, integrations, and onboarding of Vena AI solutions and representing CX/PS in the product team’s AI vision. • Partner with IT, Security, Data, and Governance teams to ensure all AI solutions meet Vena’s responsible AI standards and actively contribute to evolving the governance framework as CX AI matures. • Drive adoption through enablement: stakeholder training, playbooks, change management, and feedback loops that turn prototypes into repeatable, scalable workflows used day-to-day. • Possible travel to Vena headquarters in Toronto and or customer offices in the US

🎯 Requirements

• 5+ years in Professional Services, Solution Architecture, Customer Experience, or similar role, with a track record of delivering AI tools in production enterprise environments. • Hands-on experience building and deploying AI applications for enterprise, including LLM/GenAI development, prompt engineering, RAG architectures, and AI agent frameworks (Claude, OpenAI, Copilot Studio, or equivalent). • Ability to understand CX business processes and translate pain points into clear AI use cases, requirements, value hypotheses, and success measures. • Experience working in Professional Services or similar technical customer-facing roles, with strong intuition for where AI eliminates friction in implementation and adoption, driving better customer outcomes and stronger realized value. • Ability to prioritize AI opportunities using value, feasibility, risk, urgency, and strategic alignment, and to influence without authority across teams they don’t own. • Comfort with API integrations, workflow automation tools, and working with data and BI platforms (e.g., Snowflake, Power BI) to measure and communicate AI impact. • Good judgment around data sensitivity, privacy, security, accuracy, user experience, and responsible AI usage. • Resilience and comfort operating in ambiguity. This is a transformational role in a fast-moving space that rewards curiosity, bias for action, and a growth mindset. • Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies.