Job description

Role Overview

The Vice President of Customer Experience will lead the company’s customer experience vision, shaping how customers interact with the business across every stage of the journey. This senior leader owns the design of the end-to-end customer lifecycle, the improvement of service operations, and the ongoing growth of customer satisfaction. The role brings together customer service, customer success, operations, and product feedback to strengthen loyalty, improve brand perception, and drive long-term commercial value.

Customer Experience Strategy

Create the organization’s CX roadmap and long-term development plan.
Set up a company-wide framework for managing customer experience and defining service standards.
Build a customer-first culture across teams and functions.
Make sure customer experience objectives stay aligned with overall business goals.

Customer Lifecycle Management

Oversee the complete customer journey from acquisition and onboarding through usage, renewal, and expansion.
Improve key journey touchpoints to create a smoother and more consistent experience.
Work to raise CSAT, NPS, customer loyalty, retention, and lifetime value.
Identify opportunities to improve renewals and expansion revenue.

Service, Success, and Support Leadership

Direct the customer service, customer support, and customer success functions.
Put in place a strong escalation and issue-resolution process.
Drive closed-loop follow-up and continuous improvement on customer concerns.
Support higher renewal rates and more cross-sell or upsell opportunities.

Customer Insights and Analytics

Develop systems to collect customer feedback and Voice of Customer input.
Study customer behavior, satisfaction trends, and churn drivers.
Use data and insights to guide experience improvements and service innovation.
Share actionable recommendations with leadership.

Cross-Functional Collaboration

Partner with product, sales, operations, marketing, and technical teams.
Convert customer feedback into improvements in products and services.
Establish fast collaboration paths for resolving customer issues.
Ensure a consistent experience across the full customer journey.

Operations and Process Improvement

Design standardized customer service processes and operating models.
Advance service automation and digital experience initiatives.
Improve efficiency, response speed, and service cost management.
Enhance the customer support platform and CRM environment.

Team Leadership and Organizational Development

Lead the customer experience and customer success organizations.
Build a high-performing customer operations structure and talent pipeline.
Encourage a culture focused on customer value and service excellence.
Strengthen the team’s capability and execution quality.

Performance, Compliance, and Risk Management

Create and manage KPIs for customer experience and service performance.
Track satisfaction, retention, and efficiency indicators regularly.
Address customer complaints and protect brand reputation.
Ensure service activities follow company policies and compliance requirements.

Qualifications

A bachelor’s degree or higher is required, ideally in business administration, marketing, service management, or a related discipline. An MBA or certification in customer experience 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. Candidates should have worked on lifecycle management and experience improvement, and should have exposure to large enterprise or fast-growing customer environments.

Core Competencies

Strong CX strategy and service design expertise.
Capability in lifecycle management and retention improvement.
Ability to analyze customer data and translate insights into action.
Experience influencing across departments and driving organizational change.
Executive-level communication and leadership skills.

Preferred Background

Experience in SaaS, internet, or service-led businesses.
Familiarity with key customer metrics such as NPS, CSAT, CES, and LTV.
Prior involvement in building CRM, customer success, or digital service systems.
Experience managing global or multi-region customer operations.

Vice President of Customer Experience