Head of Internal AI

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback. We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus. Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together.

The Opportunity

AI is foundational to how we evolve, operate, and scale at UserTesting. As Head of Internal AI Strategy & Operations, you’ll define how AI is prioritized and scaled across our business—and ensure it delivers meaningful, measurable impact. In this role, you’ll set the direction for internal AI, align leaders around the highest‑impact opportunities, and build the operating system that turns strategy into execution. You’ll partner closely with teams across the company to embed AI into how we plan, work, and make decisions—bringing clarity, consistency, and momentum as we scale. This is a highly visible role where you’ll influence how the business evolves in the age of AI—balancing strategy, governance, and execution to help UserTesting move faster and smarter.

Responsibilities

• Define and evolve UserTesting’s internal AI strategy, aligned to company priorities and long-term growth.
• Establish and drive an annual AI roadmap, partnering with executive and functional leaders to prioritize investments and align on tradeoffs.
• Lead enterprise AI governance, including cross‑functional alignment with Legal, Security, and IT, and oversight of the AI Governance Council.
• Define and enforce standards for how AI tools are evaluated, deployed, and scaled—reducing duplication and enabling consistent adoption.
• Drive progress of the internal AI portfolio in partnership with functional leaders, ensuring alignment, removing blockers, and tracking measurable business impact (e.g., efficiency, quality, cost, decision speed).
• Translate AI capabilities into real operating model changes, including workflows, roles, and processes.
• Manage enterprise AI investment and allocate resources across tools, partners, and internal development.
• Lead and deploy a small technical team to design and build solutions for high‑priority, cross‑functional AI initiatives and use cases where dedicated functional capacity does not exist.
• Provide regular updates to executive leadership and contribute to Board‑level discussions on AI strategy and progress.

Requirements

• 5+ years of experience in enterprise strategy, operations, transformation, product operations, or technical program leadership.
• Proven ability to lead cross‑functional initiatives and manage complex portfolios at scale.
• Strong program management and governance skills, with a focus on execution and outcomes.
• Experience influencing senior leaders and driving alignment across functions.
• Solid understanding of AI technologies (e.g., LLMs, automation, agent‑based systems) and their business applications.
• Demonstrated ability to move from experimentation to scaled adoption, translating pilots into sustainable solutions with measurable ROI.
• Strong understanding of SaaS business models, including GTM strategy, ARR, and product development cycles.
• Experience operating in highly cross‑functional or federated environments where ownership is distributed.
• Comfortable working in fast‑moving, ambiguous environments and driving change across an organization.
• Ability to travel up to 10%.

UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E‑Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.