VP, Head of AI & Digital Experience

JOB DESCRIPTION

The VP of Artificial Intelligence owns the full AI agenda for our digital business to help accelerate delivery, analytics and CX/MKT skills for 3 growth products (Renters, Pets, Jewelry/Watches).

You are a builder who can craft a strategy through defining, shipping, and operating primarily as a senior individual contributor with a multiplier mindset.

You will prototype, deploy, and iterate on solutions yourself while coaching the teams around you to adopt and extend what you build.

The right candidate is an entrepreneur who can collaborate and build relationships across a large company (Operations, IT, AI, Digital Studio): someone who has the tenacity to find the shortest path to a working solution, ships it, learns from production, and scales what works.

You are equally comfortable presenting a roadmap to senior leaders and debugging a data pipeline on a deadline.

You do not wait for perfect conditions.

You build with what exists, document what you learn, and raise the bar for everyone who works alongside you.

This role is accountable for working across teams and with external partners to own AI Development Life Cycle (AI-DLC) for 3 growth products to help our digital businesses achieve speed to value.

You will own the extension and continuous improvement of that framework across Pets (Healthy Paws), Renters, Jewelry and Watches.

Build and ship, personally:


* Prototype, deploy, and harden AI/ML and generative AI solutions.

Stay close enough to the code, data, and infrastructure to make real architectural calls, unblock others, and ensure production systems are safe and maintainable.

This is not a slide-deck leadership role.

Set the roadmap and own the execution:


* Define the AI strategy across analytics, ML, and generative AI and tie every initiative to a concrete business metric.

Distinguish between experiments that teach and investments that scale.

Prioritize relentlessly.

Deliver short-term wins without sacrificing long-term outcomes:


* Ship working solutions in weeks, not quarters, while designing for extensibility across all three product lines.

Avoid one-off builds.

Every capability you ship should be reusable, governable, and transferable to the teams that will operate it after you move on.

Manage a portfolio of AI capabilities across CX, Digital, and Marketing:


* Own a library of reusable AI skills these teams can adopt and operate independently.

Prioritize which to build, maintain quality and governance across them, and coach teams to use them well so AI adoption scales without becoming a bottleneck.

Customer Experience:


* Automated ticket triage and routing.


* AI-drafted support responses and real-time agent copilots.


* Voice of the Customer (VOC), NPS and sentiment tracking and action plan.


* Self-service voice and chat assistants.


* Post-interaction summarization for trends and action planning with Operations.

Digital:


* On-site search and recommendation en...