Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will own the company’s customer experience direction and customer value strategy. This leader is accountable for designing the end-to-end customer journey, improving service operations, and raising customer satisfaction. The role brings together customer service, customer success, operations, and product feedback into a unified, customer-first operating model that strengthens loyalty, brand trust, and long-term business impact.

Customer experience strategy and operating model

• Define the company’s overall CX vision and multi-year roadmap.
• Create a consistent customer experience framework along with service standards.
• Champion a customer-focused culture across the organization.
• Make sure CX goals support broader business strategy.

Customer lifecycle management

• Oversee the full customer journey from acquisition and onboarding through usage, renewal, and expansion.
• Improve key touchpoints across the customer journey.
• Lift customer satisfaction, Net Promoter Score, and loyalty.
• Strengthen retention and customer lifetime value.

Service, support, and customer success

• Align customer service, support, and success teams around shared outcomes.
• Build a clear escalation and issue-resolution process.
• Drive closed-loop handling of customer issues and ongoing improvements.
• Support higher renewal rates and expansion opportunities.

Customer insights and analytics

• Set up customer feedback and Voice of Customer programs.
• Analyze customer behavior, satisfaction, and churn drivers.
• Use data to guide experience improvements and service innovation.
• Deliver actionable customer insights and recommendations to leadership.

Cross-functional improvement

• Work closely with product, sales, operations, marketing, and technical teams.
• Translate customer feedback into product and service enhancements.
• Build a fast-response collaboration model for customer issues.
• Improve consistency across the full customer experience.

Service operations and process design

• Develop standardized customer service processes and operating systems.
• Advance service automation and digital experience capabilities.
• Improve efficiency, response times, and service costs.
• Help optimize customer support platforms and CRM tools.

Team leadership and organization building

• Lead the customer experience and customer success teams.
• Build a strong customer operations structure and succession pipeline.
• Promote a service culture focused on customer value.
• Develop team capability, professionalism, and execution strength.

Performance and risk management

• Create CX KPIs and performance tracking systems.
• Monitor satisfaction, retention, and service-efficiency metrics.
• Manage complaints and protect brand reputation.
• Ensure compliance with company policies and service requirements.

Requirements

• Bachelor’s degree or higher in business administration, marketing, service management, or a related field; an MBA or CX certification is preferred.
• 20 years of experience in customer service, customer success, or operations management.
• At least 15 years in senior customer experience leadership.
• Background in customer lifecycle management and experience optimization.
• Experience supporting large enterprise customers or fast-growing businesses.
• Strong capability in CX strategy, service design, retention management, data analysis, cross-functional leadership, and executive communication.
• Preferred background in SaaS, internet, or service-based companies.
• Familiarity with metrics such as NPS, CSAT, CES, and LTV.
• Experience building CRM, customer success, or digital service systems.
• Exposure to global customer operations or multi-region account management is preferred.

Additional information

This position is a senior leadership role focused on building a customer-centric organization, improving operational performance, and turning customer feedback into measurable business value.