Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will lead the organization’s customer experience vision and the overall management of customer value. This executive role owns the design of the full customer journey, improves service delivery, and strengthens customer satisfaction across the lifecycle. By connecting customer service, customer success, operations, and product feedback loops, the position helps create a customer-first operating approach that supports loyalty, reputation, and long-term commercial growth.

Customer experience strategy and framework

• Define the company’s CX strategy and the roadmap for future development.
• Create a consistent framework for managing customer experience and setting service standards.
• Promote a company-wide culture that puts the customer at the center.
• Make sure CX objectives are aligned with broader business strategy.

Customer lifecycle management

• Own the customer experience from acquisition and onboarding through usage, renewal, and expansion.
• Improve the end-to-end journey and the most important customer touchpoints.
• Raise satisfaction, loyalty, Net Promoter Score, and overall retention.
• Increase customer lifetime value through better experience and stronger engagement.

Service and success leadership

• Direct customer service, support, and customer success functions.
• Set up clear processes for response handling and escalation.
• Run closed-loop resolution and continuous improvement for customer issues.
• Support renewal growth and create opportunities for upsell and cross-sell.

Customer insights and analytics

• Build systems to collect feedback and capture the voice of the customer.
• Study customer behavior, satisfaction trends, and churn drivers.
• Use data to improve experiences and introduce service innovations.
• Share findings and recommendations with senior leadership.

Cross-functional coordination

• Work closely with product, sales, operations, marketing, and technical teams.
• Convert customer feedback into product and service enhancements.
• Set up fast-response collaboration processes for customer issues.
• Improve consistency across every customer touchpoint.

Service operations and process improvement

• Design standardized service processes and operating models.
• Lead automation efforts and development of digital service experiences.
• Improve efficiency, response speed, and operating cost.
• Advance the performance of support platforms and CRM systems.

Team leadership and organization building

• Lead customer experience and customer success teams.
• Develop a high-performing customer operations organization and talent pipeline.
• Build a culture focused on customer value and service excellence.
• Strengthen team capability, execution quality, and leadership depth.

Performance, risk, and compliance

• Set CX KPIs and performance management routines.
• Track customer satisfaction, retention, and service efficiency metrics.
• Manage complaints and protect brand reputation.
• Ensure compliance with company policies and applicable regulations.

Qualifications

A bachelor’s degree or above 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 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 fast-growing organizations is expected.

Preferred background

Experience in SaaS, internet, or other service-led businesses is preferred. Familiarity with CX metrics such as NPS, CSAT, CES, and LTV is valuable, along with experience building CRM systems, customer success platforms, or digital service ecosystems. Global or multi-region customer operations experience is also preferred.

Additional requirements

The ideal candidate should bring strong CX strategy and service design capability, lifecycle and retention management expertise, analytical skill, cross-functional influence, and executive-level communication and leadership ability.