Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will lead the organization’s strategy for customer value and experience, owning the full journey from first contact through onboarding, usage, renewal, and growth. This executive role is accountable for improving satisfaction, strengthening loyalty, and building a customer-first operating model that supports long-term business performance.

What you will do

• Define the company’s customer experience vision, roadmap, and operating framework.
• Set service standards and champion a culture that puts customers at the center of decision-making.
• Oversee the complete customer lifecycle, including acquisition, onboarding, adoption, renewal, and expansion.
• Improve journey quality across key touchpoints to lift CSAT, NPS, retention, and customer lifetime value.
• Lead customer service, support, and success functions, including escalation handling and closed-loop issue resolution.
• Use customer feedback and voice-of-customer programs to identify trends, churn drivers, and improvement opportunities.
• Translate customer insights into actionable recommendations for senior leadership.
• Partner with product, sales, operations, marketing, and technical teams to convert customer feedback into service and product enhancements.
• Standardize service processes and drive automation, digital experience improvement, and CRM/support platform optimization.
• Build and lead a high-performing customer experience and customer success organization.
• Develop talent pipelines, strengthen team capability, and raise execution standards across the function.
• Own KPI tracking, complaint management, brand-risk oversight, and compliance with internal policies and applicable regulations.

Qualifications

The role calls for a highly experienced customer operations leader with deep expertise in service design, lifecycle management, and enterprise-level team leadership. A bachelor’s degree or higher in Business Administration, Marketing, Service Management, or a related discipline is required, and an MBA or customer-experience-related certification is preferred.

Candidates should bring 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 in large enterprises or fast-growing businesses is expected. Familiarity with SaaS, internet, or service-based companies is an added advantage.

Core strengths

• Customer experience strategy and service design
• Lifecycle, retention, and loyalty management
• Voice-of-customer and feedback analysis
• Data-driven decision-making and reporting
• Cross-functional leadership and influence
• Executive communication and stakeholder management
• CRM and customer success platform understanding
• Process improvement and service automation
• Performance management and KPI governance
• Customer complaint and reputation risk handling
• Experience managing multi-region or global customer operations

Preferred background

Additional exposure to metrics such as NPS, CSAT, CES, and LTV is preferred, along with experience building CRM systems, customer success tools, or digital service ecosystems.