Vice President of Customer Experience

Role overview

This senior leadership position owns the company’s customer experience direction end to end. The role is responsible for shaping, deploying, and continuously improving the customer experience framework across every stage of the customer journey. The main objective is to raise satisfaction, loyalty, and lifetime value by using insights from data, improving processes, and working closely with teams across the business.

Customer experience strategy

• Create and roll out a company-wide customer experience strategy that supports the organization’s vision, brand direction, and growth priorities.
• Map the customer journey to pinpoint important touchpoints and friction areas, then drive ongoing improvements.
• Set up a customer experience governance structure to maintain consistent service standards and a unified service culture.
• Embed customer experience priorities into digital transformation, marketing initiatives, and operational change programs.

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 data findings into action plans that improve retention and repeat purchase behavior.
• Help create a cross-functional data-sharing environment and an intelligent customer experience management platform.

Cross-functional collaboration and process improvement

• Work with marketing, sales, operations, technology, and product teams to improve the full customer experience.
• Drive better customer service processes, after-sales support, and digital touchpoints such as apps, websites, and self-service tools.
• Define service standards and process documentation to keep experiences consistent across online and offline channels.
• Support training efforts that strengthen frontline staff communication, emotional control, and problem-solving capabilities.

Digital customer experience and innovation

• Lead adoption of digital CX tools such as CRM systems, chatbots, AI-based service, and personalized recommendation engines.
• Explore the use of AI, speech recognition, and sentiment analysis to improve customer interactions.
• Build and oversee a customer experience lab to test and develop new models and services.
• Manage omnichannel customer experience integration initiatives.

Loyalty and brand experience

• Design loyalty and membership programs that deepen customer engagement.
• Oversee key account experience so that high-value customers receive tailored service.
• Promote a customer-first mindset throughout the organization.
• Establish a crisis response approach for serious complaints and reputation-related risks.

Requirements

• Bachelor’s degree or higher in Marketing, Business Administration, Customer Management, or a related field.
• An MBA or master’s degree focused on customer strategy or behavioral science is preferred.
• More than 18 years of experience in customer experience, customer service, or marketing strategy.
• At least 8 years in a management role.
• Proven leadership on customer experience transformation programs across functions or regions.
• Background in B2B, B2C, or multi-channel service environments.

Additional information

Location: United States. Employment type: full-time, onsite.