Customer Intelligence & AI Lead

Why Choose Bottomline?
Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team!
The Role:
The Director, Customer Intelligence & AI is responsible for building and leading the company's customer intelligence and artificial intelligence capabilities, creating a strategic advantage through data-driven insights, predictive analytics, and intelligent automation.
This role serves as the intelligence engine of the Revenue Management organization by transforming customer, product, commercial, operational, support, and financial data into actionable insights that drive revenue growth, improve customer retention, and accelerate business performance.
The Director will develop a centralized Customer Intelligence Platform that provides a unified view of customer health, value realization, product adoption, retention risk, expansion opportunity, and commercial performance. The role will partner closely with Revenue Strategy & Analytics, Revenue Growth Programs, Renewal Operations & Commercial Optimization, Customer Success, Customer Support, Product, Sales, and Finance to identify opportunities and enable execution.
The Mission is to build the organization's customer intelligence and AI capabilities by transforming customer data into predictive insights that uncover revenue opportunities, improve customer retention, enable intelligent automation, and accelerate sustainable business growth.
The ideal candidate combines expertise in data science, AI, machine learning, customer analytics, business intelligence, and commercial strategy with the ability to influence decision-making at the executive level.
Key Responsibilities:
Customer Intelligence Strategy & Platform Development:
Design, build, and maintain a centralized Customer Intelligence Platform.
Develop a comprehensive Customer 360 environment integrating:
Product usage data
Customer Success data
Customer Support interactions
CRM activity
Contract and renewal data
Financial and billing information
Customer sentiment and engagement metrics
Establish governance, quality standards, and ownership for customer intelligence data.
Create scalable and reusable customer intelligence frameworks supporting the organization's growth objectives.
Develop customer health, customer value, and customer maturity measurement methodologies.
Revenue Opportunity Id