Build With Us


Director, Customer Centric Innovation



Customer Service
San Francisco, CA, USA
Posted on Wednesday, February 7, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
WalkMe is expanding its' Customer Centric Innovation team. This is a rare opportunity to join a hyper-growth company and help develop the foundation and influence strategy.
The Director, Customer Centric Innovation will lead the methodical strategy and culture required to lead an end-to-end framework for cross-company collaboration of our customer centric outcome experiences and user journeys. The Director must have experience in business architecture across cross domain and multiple industries. They must have the ability to design technology across multiple domain and industry key applications, modules and integration hubs. This role will lead a team across a breadth of business process builds across multiple domains and industries, including the overall data architecture, product infrastructure and WalkMe configurable builds.

What You'll Own

  • The Director has overall responsibility for managing innovation sprints, including insights, business intelligence, idea modeling, problem alignment, modeling and design, concepting, product alignment, presenting, and delivering across all impacted organizations.
  • The Director will supervise managers and their teams across build, quality, operations, and support.
  • The Director should have experience across most or all internal functions in order to build the essential skill-set for the team (product architecture, product design, product build, product quality engineering, sales/pre-sales, business value, product marketing, services, customer success.
  • The Director will prioritize and manage based on overlapping, competing, and complex needs. This role will build and maintain an innovation toolbox to drive customer strategy product/sales/service/marketing success that is technical/business results and process driven.
  • This role will work with other teams to prioritize use cases, industries, and process steps in alignment with data insights and intelligence.
  • This role will work closely with product teams to integrate new technology features into existing and new use cases, architecture/infrastructure, customer deployments and sales cycles.
  • Creating, collaborating and defining prescriptive approaches to expand digital adoption across the customer enterprise, specifically focusing on corporate or line of business priorities, industry, and trending use cases.
  • Leading a team to design use cases for customers and prospects, including land, expansion and digital maturity.
  • Supporting deep and ongoing collaborative innovation with Strategic Account customers and partners as needed.
  • Providing specific industry or product expertise to facilitate the closing of deals as needed.

Additional responsibilities

  • Works as a member of a product advisory, go-to-market, marketing, sales enablement or other essential teams.
  • Will supervise or deliver team metrics for performance management, in alignment with corporate objectives.
  • May work with the account teams and customers on renewal and at risk issues and roadblocks during the sales process.
  • May provide training to field sales on industry/solutions. Builds and maintains a network and up to date specific industry or product knowledge.
  • May require limited travel throughout the year.

Skills and Experience

  • Business Process, Industry and Business Architecture.
  • Experienced Digital Transformation Leader - across the customers entire enterprise.
  • Business and Technical Architecture design and implementation.
  • Business Development, Pre-Sales, Sales, Services and Customer Success experience preferred.
  • Understand the performance requirements across the customer’s physical/cloud layer.
  • Manage team leaders and developers across all customer application layers, analytic layers, data models, storage synchronization and custom UI/UX requirements.
  • Proven knowledge of navigating strategy and/or initiatives across the enterprise.
  • Ability to build and maintain a large internal network, and hold relationships at product VP level.
  • Familiar with working across sales, pre-sales, professional services vendor teams.

Preferred Experience

  • B.A. / B.S. from an accredited college; preference for Computing and Information Technology, Engineering or related degree. M.A./M.S. in Information Technology Management, Business Information Technology /Organizational Management, Engineering, Digitization, Technology Innovation or related degree preferred.
  • Architecture certified; TOGAF, Open Group, Professional Cloud Solution Architect, Enterprise Architect, CISSP Information Systems Security Architecture Professional, Automation Architecture, Business Architecture, Zachman, Software Architecture, Enterprise Architecture Practitioner.
  • Certified Scrum Master preferred.
  • Experience across both Business Architecture and Technical Architecture.
  • Enterprise process or workflow management experience.
  • Strong technical understanding of enterprise infrastructure: technology stack, software development methodologies (UI/UX, SDLC, Agile, DevOps), RDBMS and/or NoSQL software.
  • Proven success with agile methodologies and interactive innovation management.
  • Prepared to work in, and lead virtual teams.
  • Proven success at customer satisfaction through previous roles.
  • Dedicated to Customer and WalkMe success (win/win situations).

What Sets Us Apart

  • At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
  • We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
  • Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
  • WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
  • WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
Our job titles may span more than one career level. The starting base pay for this role is between $150,00 and $225,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.