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About the Role
Lead the Financial Services and Insurance industry strategy and business growth agenda, defining how the organization serves financial institutions through customer experience automation, cloud modernization, AI, and workflow orchestration. This role combines vertical strategy, product-market fit, thought leadership, sales enablement, partner ecosystem development, and commercial growth ownership.
Responsibilities
- Own the Financial Services and Insurance industry strategy across banking, insurance, payments, and wealth management.
- Develop the industry point of view, thought leadership, executive messaging, and market positioning for FSI buyers.
- Translate financial services and insurance market needs into industry-specific product strategy, including AI agents, workflow automation, integrations, analytics, and customer journey orchestration.
- Partner with Product, Engineering, Sales, Marketing, Customer Success, Alliances, and Solutions Consulting to shape and commercialize FSI offerings.
- Support strategic sales pursuits with banks, credit unions, fintechs, insurers, and wealth firms by acting as an executive-level industry expert.
- Identify priority use cases such as deposit servicing, loan servicing, card servicing, appointment scheduling, claims, first notice of loss, policyholder support, collections, fraud and security, customer authentication, and advisor/customer engagement.
- Build and refine the FSI go-to-market strategy, including segmentation, buyer personas, value propositions, competitive positioning, and partner ecosystem strategy.
- Represent the organization externally through webinars, articles, customer events, analyst conversations, media interviews, and industry conferences.
- Drive adoption of industry-specific financial services and insurance capabilities across AI, automation, digital servicing, and customer engagement.
- Help customers modernize from legacy contact center and servicing infrastructure to secure, compliant, AI-enabled, omnichannel engagement platforms.
- Collaborate with customers to identify business outcomes, including improved customer/member experience, increased efficiency, reduced call volume, higher containment, better employee experience, and revenue growth.
Requirements
- Deep financial services and/or insurance domain expertise, preferably across banking, credit unions, fintech, payments, wealth, or insurance.
- Experience in digital transformation, customer experience, contact center modernization, AI/automation, SaaS, cloud, or enterprise software.
- Ability to operate as both a strategy leader and a commercial general manager.
- Strong executive presence with customers, partners, analysts, and internal leadership.
- Familiarity with regulated-industry needs, including security, compliance, data privacy, customer authentication, auditability, and operational resilience.
- Experience partnering with product and engineering teams to shape market-specific solutions.
- Strong market-facing communication skills, including writing, speaking, sales enablement, customer workshops, and executive presentations.
Skills
- AI
- Customer Experience Automation
- Cloud Modernization
- Workflow Orchestration
- Product-Market Fit
- Thought Leadership
- Sales Enablement
- Partner Ecosystem Development
- Commercial Growth
- Industry Vision
- Product Translation
- Customer Credibility
- Revenue Impact
- AI Agents
- Workflow Automation
- Integrations
- Analytics
- Customer Journey Orchestration
- Go-to-Market Strategy
- Segmentation
- Buyer Personas
- Value Propositions
- Competitive Positioning
- Digital Transformation
- Contact Center Modernization
- SaaS
- Enterprise Software
- Executive Presence
- Security
- Compliance
- Data Privacy
- Customer Authentication
- Auditability
- Operational Resilience
- Market-Facing Communication
- Writing
- Speaking
- Customer Workshops
- Executive Presentations
Benefits
- Competitive salary
- Comprehensive benefits
- Real opportunities for growth
- Cutting-edge AI tools
- Robust training program
- Inclusive offices
- Vibrant environment to cultivate collaboration and connection
- Exceptional culture
About the Company
- Dialpad is the AI-native business communications platform.
- We unify calling, messaging, meetings, and contact center on a single platform - powered by AI that understands every conversation in real time.
- More than 70,000 companies around the globe, including WeWork, Asana, NASDAQ, AAA Insurance, COMPASS Realty, Uber, Randstad, and Tractor Supply, rely on Dialpad to build stronger customer connections using real-time, AI-driven insights.
- We’re now leading the shift to Agentic AI: intelligent agents that don’t just analyze conversations but take action by automating workflows, resolving customer issues, and accelerating revenue in real time.
- Our DAART initiative (Dialpad Agentic AI in Real Time) is redefining what a communications platform can do.
- Visit dialpad.com to learn more.
- At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day.
- We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more.
- We believe every conversation matters.
- We’ve built the platform that turns those conversations into insight and action, for our customers and ourselves.
- We look for people who are intensely curious and hold themselves to a high bar.
- Our ambition is significant, and achieving it requires a team that operates at the highest level.
- We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic.
Equal Opportunity
- Dialpad is an equal-opportunity employer.
- We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.