Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will own the company’s customer experience vision and customer value strategy. This senior leader will shape the complete customer journey, strengthen service delivery, and improve overall satisfaction by connecting customer service, customer success, operations, and product feedback into a single customer-focused operating model. The role is intended to build loyalty, strengthen brand trust, and support long-term business growth.

Customer experience strategy

Develop the organization’s broader CX direction and translate it into a practical roadmap. Set common service standards, create a consistent customer experience framework, and help embed customer-first thinking across teams while keeping CX goals aligned with overall business priorities.

Customer lifecycle ownership

Oversee the experience across every stage of the customer journey, from acquisition and onboarding through product usage, renewal, and expansion. Improve journey touchpoints and work toward stronger CSAT, NPS, retention, loyalty, and lifetime value.

Service, support, and success leadership

Manage customer service, support, and success functions. Put in place effective escalation and response processes, close the loop on recurring issues, and create opportunities to improve renewals, upsells, and cross-sells.

Voice of customer and analytics

Build mechanisms to capture customer feedback and the voice of the customer. Study customer behavior, satisfaction trends, and churn drivers, then use those insights to guide improvements, innovations, and executive decision-making.

Cross-functional improvement

Partner closely with product, sales, marketing, operations, and technical teams to turn customer feedback into better products and services. Create fast coordination processes for customer issues and raise consistency across the end-to-end experience.

Service operations and process improvement

Define standardized service processes and operating models. Support automation, digital service delivery, efficiency gains, faster response times, lower service costs, and stronger use of customer support platforms and CRM tools.

Team leadership

Lead customer experience and customer success teams while building a strong talent pipeline and a high-performing operations organization. Promote a culture centered on customer value and continuous execution excellence.

Performance and risk management

Set CX performance metrics and monitor service quality, satisfaction, retention, and efficiency. Handle complaint-related risks, protect brand reputation, and ensure customer operations follow company policies and applicable regulatory requirements.

Qualifications

A bachelor’s degree or higher is required in Business Administration, Marketing, Service Management, or a related discipline. An MBA or relevant customer experience certification is preferred. Candidates should bring 20 years of experience in customer service, customer success, or operations, including at least 15 years in senior CX leadership. Background in customer lifecycle management, experience optimization, and customer operations in large enterprises or fast-scaling businesses is expected.

Preferred background

Experience in SaaS, internet, or service-led businesses is preferred, along with familiarity with metrics such as NPS, CSAT, CES, and LTV. Exposure to CRM implementation, customer success platforms, digital service ecosystems, or multi-region customer operations will be an advantage.

Core competencies

Successful candidates should demonstrate CX strategy and service design skills, strong customer retention thinking, analytical ability, cross-functional influence, and executive-level communication and leadership.