Vice President of Customer Experience

Role Overview

We are seeking a senior leader to shape and scale the organization’s customer experience vision, with accountability for customer value, service quality, and long-term loyalty. This executive will own the full journey from first contact through onboarding, ongoing use, renewal, and growth, while creating a customer-focused operating model that strengthens satisfaction, reputation, and business impact.

Customer Experience Strategy

• Set the overall direction and roadmap for customer experience across the business.
• Build a consistent framework, operating model, and service standards for customer interactions.
• Help embed a customer-first mindset throughout the organization.
• Align customer experience priorities with the company’s broader strategy.

Customer Journey Ownership

• Oversee the end-to-end customer journey, including acquisition, onboarding, adoption, renewal, and expansion.
• Improve key touchpoints to create a smoother and more valuable customer journey.
• Strengthen customer satisfaction, loyalty, and retention.
• Work to increase customer lifetime value.

Service and Success Leadership

• Lead customer service, support, and customer success teams.
• Create clear systems for issue handling, escalation, and resolution.
• Implement closed-loop follow-up on customer concerns and use learnings to improve continuously.
• Support renewal, upsell, and cross-sell outcomes.

Insights, Data, and Improvement

• Design mechanisms to capture customer feedback and voice-of-customer input.
• Study customer behavior, satisfaction trends, and reasons for churn.
• Use data to identify opportunities for experience improvement and service innovation.
• Share actionable customer insights with senior leadership.

Cross-Functional Collaboration

• Partner with product, sales, operations, marketing, and technical teams.
• Convert customer feedback into enhancements in products and services.
• Build fast-response processes for customer issues that require coordination across teams.
• Maintain consistency across the full customer experience.

Operational Excellence

• Define standardized processes and frameworks for customer service operations.
• Advance service automation and digital customer experiences.
• Improve efficiency, response times, and operating costs.
• Optimize support tools, CRM systems, and related service platforms.

Team and Performance Management

• Lead and develop customer experience and customer success teams.
• Build a strong customer operations organization and future talent pipeline.
• Promote a service culture centered on customer value.
• Raise team capability, execution quality, and accountability.
• Establish KPIs and monitor performance across satisfaction, retention, and efficiency.
• Manage complaints, brand risk, and compliance alignment in customer service practices.

Qualifications

The ideal candidate should hold a bachelor’s degree or higher in Business Administration, Marketing, Service Management, or a related discipline. An MBA or customer experience-related certification is preferred.

This position requires 20 years of experience in customer service, customer success, or operations management, including at least 15 years in senior customer experience leadership. Experience in customer lifecycle management, experience optimization, and customer operations within large enterprises or fast-growing organizations is expected.

Preferred Experience

• Exposure to SaaS, internet, or service-led businesses.
• Working knowledge of customer metrics such as NPS, CSAT, CES, and LTV.
• Experience developing CRM systems, customer success platforms, or digital service ecosystems.
• Background in global or multi-region customer operations.

Core Competencies

• Customer experience strategy and service design
• Customer lifecycle and retention management
• Data analysis and customer insight generation
• Cross-functional collaboration and influence
• Executive leadership and communication

Additional Information

This is a full-time onsite role based in the United States. No compensation details, openings count, start date, or application deadline were provided.