Vice President of Customer Experience

Overview

The Vice President of Customer Experience leads the development and execution of the company’s customer experience strategy and value management. This senior role is fully accountable for crafting and optimizing the complete customer journey while enhancing service operations to elevate satisfaction and loyalty. It integrates customer support, success, operational functions, and feedback mechanisms into a customer-centric model that strengthens brand reputation and maximizes long-term business value.

Key Responsibilities

• Design and implement the company-wide Customer Experience strategy and framework, promoting a customer-first culture aligned with corporate goals.
• Manage the full customer lifecycle, from acquisition through onboarding, usage, renewal, and expansion, focusing on optimizing journeys, touchpoints, and increasing retention, satisfaction (CSAT), loyalty (NPS), and lifetime value (LTV).
• Lead customer service and success teams by establishing efficient issue resolution, escalation, and continuous improvement processes to boost renewals and upsell opportunities.
• Develop and maintain systems for capturing customer feedback and analyzing behaviors to identify churn causes and drive service innovation through actionable insights.
• Facilitate cross-department collaboration with product, sales, marketing, operations, and technical teams to translate customer feedback into enhancements and maintain consistency across experiences.
• Optimize service delivery by standardizing processes, promoting automation and digital experiences, and improving efficiencies, response times, and costs; oversee CRM system and support platform improvements.
• Build and mentor a high-performing customer operations organization, fostering service excellence and enhancing team capabilities.
• Set and monitor customer experience KPIs, manage performance, address complaints, mitigate brand risks, and ensure compliance with policies and regulatory standards.

Qualifications

• Minimum bachelor's degree in fields such as Business Administration, Marketing, or Service Management; MBA or specialized customer experience certifications preferred.
• Two decades of professional experience in customer service, success, or operations management, including at least 15 years at a senior leadership level managing customer experience.
• Proven expertise in customer lifecycle management, experience optimization, and operating within large or rapidly scaling organizations.
• Strong skills in customer experience strategy, service design, lifecycle management, data analysis, cross-functional coordination, and executive communication.
• Preferred background in SaaS, internet, or service-based businesses, familiarity with customer metrics such as NPS, CSAT, CES, and LTV.
• Experience constructing CRM and customer success platforms or digital service ecosystems, and managing global or multi-region customer operations.