Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will lead the company’s customer experience vision and customer value strategy. This senior leader will own the full journey a customer takes with the business, improve service operations, and raise overall satisfaction. The role brings together customer service, customer success, operations, and product feedback loops to create a customer-first operating model that strengthens loyalty, brand trust, and long-term commercial value.

Customer experience strategy and framework

You will set the overall CX direction and build the roadmap for ongoing improvement. The role requires creating a consistent framework for customer experience management and defining service standards that can be applied across the organization. A major part of the job is embedding customer-centric thinking throughout the company and making sure CX goals support broader business strategy.

Customer lifecycle management

This position owns the experience across every stage of the customer journey, from acquisition and onboarding through ongoing use, renewal, and expansion. You will refine customer touchpoints, improve satisfaction and loyalty, and work to raise CSAT, NPS, retention, and customer lifetime value.

Customer service and success leadership

The VP will oversee customer service, customer support, and customer success teams. Responsibilities include building fast and effective response and escalation processes, ensuring customer issues are closed in a structured way, and driving continuous improvement. The role also supports stronger renewals and growth through upsell and cross-sell opportunities.

Customer insights and analytics

You will create systems to collect customer feedback and capture the voice of the customer. The role involves analyzing satisfaction trends, behavior patterns, and churn drivers, then using those insights to improve experiences and introduce service innovation. Findings and recommendations will be shared with senior leadership.

Cross-functional collaboration

This leader will work closely with product, sales, operations, marketing, and technical teams to convert customer feedback into meaningful improvements. The job also includes setting up quick-response mechanisms for customer issues and improving consistency across the end-to-end experience.

Service operations and process improvement

The position requires creating standardized service processes and operational systems. You will push automation, digital service enhancements, faster response times, lower service costs, and stronger use of support platforms and CRM tools.

Team leadership and organizational development

You will lead customer experience and customer success teams while building a strong customer operations function and future talent pipeline. The role calls for shaping a culture focused on customer value and developing the team’s execution quality and professional capability.

Performance, risk, and compliance

This role includes setting CX KPIs and performance systems, monitoring satisfaction, retention, and service efficiency metrics, and managing complaints and brand reputation risks. You will also ensure customer service practices follow company policies and compliance 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-related certification is preferred. Candidates should have 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 high-growth companies is expected.

Preferred background

Experience in SaaS, internet, or service-focused businesses is preferred. Familiarity with metrics such as NPS, CSAT, CES, and LTV is valuable. Experience building CRM systems, customer success platforms, or digital service ecosystems, as well as managing global or multi-regional customer operations, will be an advantage.