Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will shape and lead the organization’s customer experience vision, with accountability for customer value management across the full journey. This leader will own the design of end-to-end experiences, strengthen service delivery, and raise customer satisfaction by bringing together customer service, customer success, operations, and product feedback into one customer-focused operating model. The role is intended to improve loyalty, strengthen brand perception, and create lasting business value.

Customer experience strategy

Build the company’s CX strategy and roadmap, define a common framework for managing customer experience, and set service standards that reflect a customer-first mindset. The role must ensure CX priorities remain closely aligned with broader business strategy.

Lifecycle ownership and customer outcomes

Oversee the customer journey from acquisition and onboarding through usage, renewal, and expansion. Improve touchpoints across the lifecycle while driving stronger CSAT, NPS, retention, loyalty, and customer lifetime value.

Service, success, and issue resolution

Lead customer service, support, and customer success functions. Create clear escalation paths, establish closed-loop handling of customer issues, and continuously improve service outcomes to support renewals and identify upsell and cross-sell opportunities.

Customer insights and analytics

Set up reliable mechanisms for collecting customer feedback and Voice of Customer input. Use data on customer behavior, satisfaction, and churn to identify opportunities for improvement, support service innovation, and provide actionable recommendations to senior leadership.

Cross-functional collaboration

Work closely with product, sales, operations, marketing, and technical teams to convert customer feedback into better products and services. Build fast-response collaboration routines that improve consistency across the customer experience.

Operations and process improvement

Develop standardized customer service workflows and operating models. Drive automation, digital experience improvements, better support tooling, and CRM optimization to raise efficiency, reduce response times, and control service costs.

Leadership and team development

Manage customer experience and customer success teams, strengthen the customer operations organization, and build a strong talent pipeline. Promote a service culture centered on customer value and high execution standards.

Performance, governance, and risk

Create CX performance management systems and track KPIs tied to satisfaction, retention, and service efficiency. Address customer complaints, protect brand reputation, and ensure all customer service practices remain compliant with company policies and requirements.

Qualifications

A bachelor’s degree or higher in Business Administration, Marketing, Service Management, or a related discipline is required. An MBA or customer experience certification is preferred.

Experience required

The ideal candidate will bring 20 years of experience in customer service, customer success, or operations leadership, including at least 15 years in senior customer experience management. Experience should include customer lifecycle management, experience optimization, and customer operations in large enterprises or high-growth organizations.

Core competencies

The role calls for strong customer experience strategy and service design capability, lifecycle and retention management expertise, data analysis and customer insight skills, cross-functional influence, and executive-level leadership and communication.

Preferred background

Experience in SaaS, internet, or service-led businesses is preferred. Familiarity with metrics such as NPS, CSAT, CES, and LTV is helpful, as is experience building CRM systems, customer success platforms, or digital service ecosystems. Prior work in global or multi-region customer operations is also an advantage.