Vice President of Customer Experience

Role summary

The Vice President of Customer Experience will lead the company’s customer experience strategy and shape the operating model that supports it. This executive position is accountable for improving the full customer journey, from first interaction and active use through service, support, renewal, loyalty, and advocacy. The focus is on building a customer-centric organization through strategic planning, process excellence, analytics, collaboration across teams, and continuous improvement.

What this role covers

• Define the long-term customer experience direction and roadmap.
• Create and govern an end-to-end CX framework with clear principles and standards.
• Align customer experience priorities with business growth goals.
• Improve every major stage of the customer lifecycle, including acquisition, usage, service, support, retention, and loyalty.
• Build a culture that consistently puts the customer at the center of decisions.

Key responsibilities

• Develop the company’s overall CX strategy and a practical roadmap for execution.
• Design a complete customer experience management framework.
• Set CX vision, standards, and operating principles.
• Ensure experience initiatives support broader commercial and growth objectives.
• Manage and improve touchpoints across product, delivery, service, and support.
• Strengthen consistency, continuity, and quality across the customer journey.
• Set up phased CX governance and management processes.
• Build and maintain a CX metrics structure covering measures such as NPS, CSAT, and CES.
• Track customer experience trends and translate data into actionable insight.
• Create analysis models and recommendations that support better CX decisions.
• Establish a Voice of Customer system that gathers feedback from multiple channels, including product, service, and social media.
• Organize, analyze, and prioritize customer feedback for action.
• Ensure feedback is closed looped into product and service improvements.
• Identify friction points and lead initiatives that improve the customer journey.
• Drive cross-functional projects to continuously improve experience quality and process efficiency.
• Coordinate closely with product, operations, marketing, sales, and customer success teams.
• Resolve disconnects between functions and strengthen customer-focused collaboration.
• Improve service and support response times, resolution quality, and overall consistency.
• Define service standards and experience guidelines for support teams.
• Advance digital and automated service capabilities.
• Lead CX platform, dashboard, and monitoring system development.
• Introduce AI-enabled and automated tools for experience analysis and operational efficiency.
• Maintain a unified data foundation for customer experience management.
• Increase customer satisfaction, loyalty, retention, and lifetime value while reducing churn.
• Partner with product teams to improve usability and connect UX with CX.
• Turn customer insights into product enhancement priorities.
• Anticipate customer experience risks, create early warning signals, and lead crisis response when needed.
• Build and lead a CX team, define capability models, and develop talent frameworks.
• Promote a company-wide customer-first mindset and high-performance experience organization.

Requirements

• Bachelor’s degree or higher in Business Administration, Marketing, Psychology, Information Management, Human-Computer Interaction, or a related discipline.
• MBA is preferred.
• At least 20 years of experience in customer experience, user experience, customer operations, or service management.
• Minimum 10 years in senior leadership roles at Director or VP level.
• Background in internet, SaaS, AI, platform-based businesses, or consumer brands is preferred.
• Prior success in building CX or UX frameworks from the ground up is preferred.
• Experience managing CX for high-scale user products or complex business operations is preferred.
• Strong capability in CX strategy, lifecycle management, analytics, cross-functional leadership, product-experience alignment, VoC management, process improvement, and organizational leadership.

Additional information

This is a full-time onsite leadership position in the United States. No salary, stipend, openings, start date, or application deadline was provided in the source information.

Who this role is for

Professionals with deep executive-level experience in customer experience, service operations, or experience strategy who are ready to lead company-wide customer journey transformation and build scalable CX systems.