Vice President of Customer Experience

Role Overview

The Vice President of Customer Experience holds a pivotal leadership role responsible for shaping and executing the company's customer experience strategy and managing customer value across all touchpoints. Responsibilities encompass designing continuous and cohesive customer lifecycle journeys, enhancing operational efficiency within service functions, and increasing overall customer satisfaction. This role integrates customer service, success teams, and product feedback mechanisms to establish a customer-focused operational model aimed at improving loyalty, brand perception, and long-term commercial value.

Primary Duties

• Develop and implement the overarching Customer Experience (CX) strategy and roadmap, setting consistent management frameworks and service standards company-wide.
• Lead organizational change to embed a customer-centric culture aligned with the broader corporate objectives.
• Oversee the entire customer lifecycle process including acquisition, onboarding, utilization, renewal, and expansion phases to enhance satisfaction metrics such as CSAT and NPS, and boost retention and customer lifetime value.
• Manage teams in customer service, support, and success, establishing robust issue resolution and escalation procedures to promote continuous service improvement and support upselling and cross-selling initiatives.
• Implement systems for capturing customer feedback (Voice of Customer) and analyze associated data to generate actionable insights that drive experience and service innovations.
• Foster cross-departmental collaboration with product, sales, operations, marketing, and technical teams to address customer feedback promptly and maintain experience consistency.
• Standardize service operations and processes, enhance automation, develop digital customer experiences, optimize response efficiency and service costs, and improve CRM platforms and customer support tools.
• Build and lead high-performing customer experience and success teams, cultivating a service-oriented organizational culture and advancing team skills and operational execution.
• Define and monitor KPIs related to customer satisfaction, retention, and service performance; manage customer complaints and mitigate risks to brand reputation while ensuring compliance with policies and regulations.

Qualifications

• Educational background includes a Bachelor's degree or higher in Business Administration, Marketing, Service Management, or related disciplines; an MBA or relevant CX certifications are considered advantageous.
• Extensive work experience totaling 20 years in customer service, success, or operations management with a minimum of 15 years in senior-level CX leadership roles.
• Proven expertise in managing customer lifecycles and optimizing the customer experience, with experience in sizable enterprises or rapidly expanding organizations.
• Strong capabilities in CX strategy formulation, customer retention, data-driven insights, collaborative leadership, and executive communication.
• Preferably experienced in SaaS, internet, or service-driven industries and familiar with key customer metrics like NPS, CSAT, CES, and LTV.
• Practical knowledge of designing or enhancing CRM, customer success platforms, or digital service ecosystems, including managing global or multi-regional customer operations.