Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will shape the company’s overall approach to customer value, owning the full journey from first interaction through onboarding, everyday usage, renewals, and expansion. This senior leadership position is responsible for building a customer-first operating model that strengthens loyalty, improves service quality, protects brand reputation, and contributes to long-term business growth.

Customer experience strategy

• Build the organization’s CX vision, roadmap, and operating framework.
• Set consistent standards for customer experience across all touchpoints.
• Embed a customer-centric mindset across teams and functions.
• Align CX priorities with broader business objectives and strategy.

Lifecycle management

• Oversee customer experience across acquisition, onboarding, usage, renewal, and expansion stages.
• Improve the end-to-end journey and key customer interactions.
• Raise customer satisfaction, Net Promoter Score, and loyalty outcomes.
• Increase retention and lifetime value through better experience design.

Service and success leadership

• Lead customer service, customer support, and customer success teams.
• Create effective issue handling, response, and escalation processes.
• Implement closed-loop resolution and continuous improvement practices.
• Support renewal growth and identify upsell and cross-sell opportunities.

Voice of customer and analytics

• Set up mechanisms to capture customer feedback and voice-of-customer input.
• Study customer behavior, satisfaction trends, and churn drivers.
• Use insights to improve the service model and introduce better experiences.
• Present findings and action plans to senior leadership.

Cross-functional execution

• Partner with product, sales, operations, marketing, and technical teams.
• Convert customer feedback into product and service improvements.
• Create fast, coordinated responses to customer issues.
• Drive consistency across the complete customer journey.

Operations and process improvement

• Design standardized customer service processes and operating procedures.
• Advance automation and digital service experiences.
• Improve service productivity, speed of response, and operating costs.
• Optimize support tools, CRM systems, and customer service platforms.

Team leadership

• Lead and develop customer experience and customer success teams.
• Build a strong customer operations function and future talent pipeline.
• Promote a service culture focused on delivering customer value.
• Strengthen team capability, performance, and execution quality.

Performance and risk management

• Define KPIs and performance systems for customer experience.
• Track satisfaction, retention, and service efficiency metrics.
• Handle customer complaints and manage risks to brand reputation.
• Ensure customer service practices follow company policies and applicable regulations.

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. The role calls for extensive experience in customer service, customer success, or operations, including senior leadership in CX management, lifecycle optimization, and customer operations in large enterprises or fast-growing businesses.

Preferred background

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