Vice President of Customer Experience

Role Overview

The Vice President of Customer Experience will lead the organization’s end-to-end customer experience agenda and oversee how customer value is created and protected across the lifecycle. This position owns the design of service journeys, the improvement of operating processes, and the strengthening of customer satisfaction. By bringing together customer service, customer success, operations, and product feedback loops, the role helps build a customer-first operating model that supports loyalty, reputation, and durable business growth.

Customer Experience Strategy

Develop the company-wide CX direction and roadmap, create a consistent management framework and service standards, promote a customer-focused mindset across teams, and ensure CX priorities support the overall corporate strategy.

Customer Lifecycle Management

Oversee the experience from acquisition and onboarding through adoption, renewal, and expansion. Improve the full customer journey and key touchpoints while working to raise CSAT, NPS, retention, loyalty, and lifetime value.

Service and Success Leadership

Guide customer service, support, and success functions; set up strong issue-response and escalation processes; maintain closed-loop resolution for customer problems; and expand renewal, upsell, and cross-sell outcomes.

Insights and Data-Driven Improvement

Build systems to capture customer feedback and the voice of the customer, study behavior and satisfaction patterns, identify churn drivers, and use findings to shape service innovation and leadership recommendations.

Cross-Functional Optimization

Work closely with product, sales, operations, marketing, and technical teams to convert customer feedback into meaningful improvements. Put in place fast-response collaboration methods and improve consistency across the entire experience.

Operations and Process Excellence

Create standardized service workflows and operating models, advance automation and digital service capabilities, improve efficiency and response speed, and strengthen CRM and customer support platforms.

Team Leadership and Performance

Lead customer experience and customer success teams, develop a strong customer operations talent pipeline, foster a culture centered on customer value, and build the team’s capability and execution quality.

Performance, Risk, and Compliance

Set CX KPIs and performance systems, track satisfaction, retention, and service efficiency, manage complaints and brand-risk issues, and ensure compliance with internal policies and applicable regulatory requirements.

Qualifications

A bachelor’s degree or higher in Business Administration, Marketing, Service Management, or a related discipline is required. An MBA or CX-related certifications are preferred. Candidates should bring 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 high-growth businesses is expected.

Preferred Background

Experience in SaaS, internet, or service-led companies is advantageous. Familiarity with metrics such as NPS, CSAT, CES, and LTV is preferred, along with exposure to CRM systems, customer success platforms, or digital service ecosystems. Experience managing global or multi-region customer operations is also beneficial.