Vice President of Customer Experience

Role overview

This senior leadership role owns the company’s customer experience direction end to end. The position focuses on shaping how customers interact with the business across every stage of the journey, using data, process improvement, and collaboration between teams to raise satisfaction, loyalty, lifetime value, and brand strength.

Customer experience strategy

• Create and execute an organization-wide CX strategy that supports the company vision, brand identity, and growth objectives.
• Map customer journeys to uncover key interactions and friction points, then lead ongoing improvements.
• Set up a CX governance structure so service standards and customer-focused practices stay consistent across the business.
• Embed customer experience priorities into digital, marketing, and operational transformation efforts.

Customer insights and analytics

• Build a structured voice-of-customer program using surveys, interviews, social listening, and behavioral analysis.
• Use customer analytics and data science to measure CSAT, NPS, and CLV.
• Turn insight into action by creating plans that improve retention and repeat purchases.
• Help establish a shared, intelligent customer-experience data platform for cross-functional teams.

Cross-functional collaboration and service improvement

• Work closely with marketing, sales, operations, technology, and product teams to improve the full customer journey.
• Advance service workflows, after-sales support, and digital touchpoints such as apps, websites, and self-service tools.
• Develop service playbooks and process documentation to ensure a uniform experience across online and offline channels.
• Support training efforts that strengthen frontline communication, emotional intelligence, and problem-solving skills.

Digital customer innovation

• Drive adoption of CX technology including CRM systems, chatbots, AI-based support, and personalized recommendation engines.
• Identify ways to improve customer interactions using AI, speech recognition, and sentiment analysis.
• Help create a customer experience lab to pilot new service models and offerings.
• Oversee projects that connect the customer experience across all channels.

Loyalty, brand experience, and risk handling

• Design loyalty and membership programs that deepen customer engagement.
• Own the experience for strategic accounts so premium customers receive tailored service.
• Promote a strong customer-first culture throughout the organization.
• Put in place a response process for major complaints and reputational issues.

Requirements

The role calls for a strong educational background, extensive experience in customer experience or related fields, and proven leadership in large-scale transformation work.

Education

• Bachelor’s degree or higher in Marketing, Business Administration, Customer Management, or a related field.
• An MBA or master’s degree with a concentration in customer strategy or behavioral science is preferred.

Experience

• 18+ years of experience in customer experience, customer service, or marketing strategy.
• At least 8 years in a management role.
• Demonstrated success leading cross-functional or cross-regional customer experience transformation initiatives.
• Background in B2B, B2C, or multi-channel service organizations.

Additional information

This is a full-time, onsite position based in the United States. No vacancy count, salary, start date, or duration was specified in the source.