Chief Client Experience Officer

Overview

This is a senior executive role for a candidate based in Mexico, hired for a partner organization that oversees the application process and all subsequent hiring steps. The position reports directly to the CEO and is focused on redefining the full customer experience across a large international digital platform. It is designed for a leader who can build a customer experience function from scratch, improve journeys end to end, and create a scalable model that strengthens retention, lifetime value, trust, and overall growth.

The role sits at the crossroads of strategy, product, operations, and customer success. The selected leader will work to uncover friction in the user journey, align cross-functional teams around a unified CX vision, and translate customer insights into measurable business outcomes.

Accountabilities

• Set and champion a global customer experience strategy across users and partners, making sure every major touchpoint feels consistent.
• Use customer-centric initiatives and data-led improvements to increase retention, engagement, lifetime value, trust, and profitability.
• Map the ideal customer journey, pinpoint pain points, and drive coordinated projects that improve the full lifecycle.
• Create and expand a customer experience operating model with clear governance, ownership, KPIs, and decision-making rules.
• Track and improve metrics that connect CX work to outcomes such as revenue growth and operational efficiency.
• Bring together Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions under one execution framework.
• Lead organizational change by aligning Product, Marketing, CRM, and Operations around a shared CX direction.

Requirements

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a similar executive leadership area.
• A strong history of improving retention, lifetime value, engagement, and profitability through customer-focused transformation.
• Solid understanding of customer lifecycle management, unit economics, and how CX decisions affect profit and loss.
• Proven ability to build and scale global customer-centric teams and transformation programs.
• Experience influencing senior stakeholders and delivering results through collaboration across functions rather than formal authority.
• International exposure across multiple markets, plus fluency in Russian and English.
• Analytical thinking paired with the ability to define and execute a long-term strategic vision.

Benefits

• Work fully remotely.
• Competitive compensation, with the salary details shared during the hiring process before an offer is made.
• 28 calendar days of paid annual leave.
• 7 extra wellness days each year for recovery or household needs.
• Referral bonuses tied to performance, with payouts of up to $5,000.
• Reimbursement of 50% for professional training, conferences, and industry events.
• Corporate discounts on English language courses.
• Health support of up to $1,000 gross per year for insurance or medical expenses for employees and eligible family members.
• Support for equipment or workspace needs, including reimbursement for home office setup or co-working space costs of up to $1,000 gross every three years.
• An internal rewards program where points can be exchanged for merchandise, experiences, and team activities.

Additional information

This role is listed on behalf of a partner company, which handles the application review and all next steps. Selection is supported by an AI-assisted matching process that helps shortlist candidates against the role’s core requirements. The final hiring decisions, including interviews and assessments, are managed by the employer’s internal team.

Data privacy and hiring process notice

By applying, you agree that your personal information may be processed to assess your candidacy and shared with the hiring employer in line with applicable data protection laws, including GDPR. You may request access to, correction of, deletion of, or objection to the processing of your data at any time.

Artificial intelligence tools may be used to support parts of recruitment, such as reviewing applications, analyzing resumes, or checking for inconsistencies and verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people.