Vice President of Customer Experience Strategy

Position Summary

The Vice President of Customer Experience Strategy is a senior executive who owns the design and delivery of the company’s end-to-end customer experience agenda. This leader shapes how customers move through the journey from first awareness and purchase through support and retention, with the goal of strengthening satisfaction, loyalty, and long-term customer value while also advancing business growth.

This role works in close coordination with teams across Marketing, Sales, Product Management, Customer Success, Customer Service, Operations, Digital Experience, Data Analytics, and Executive Leadership to build a connected, customer-first organization.

Key Responsibilities

Own and advance the organization’s enterprise CX strategy, ensuring it is both practical and aligned with business goals.

Build customer journey models across all channels and customer touchpoints.

Connect customer experience programs to corporate priorities and brand direction.

Create long-range CX plans that strengthen customer satisfaction and loyalty over time.

Review the full customer lifecycle to identify where interactions can be improved.

Spot friction in the journey and lead initiatives that remove barriers and enhance the experience.

Guide journey mapping and service design efforts.

Improve consistency across digital, retail, and support channels.

Use customer feedback, Voice of Customer programs, and behavioral data to inform strategy.

Track key metrics such as CSAT, NPS, CES, retention rate, and customer lifetime value.

Prepare executive-level dashboards and strategic guidance based on performance findings.

Work with Marketing, Sales, Product, Customer Success, IT, and Operations to roll out CX improvements.

Support digital transformation and process redesign efforts that make the organization more customer-focused.

Ensure operational delivery matches customer expectations.

Lead large-scale customer experience initiatives across the enterprise.

Direct CX leaders, strategy managers, insights teams, service design professionals, and experience analysts.

Oversee budgets and strategic investment decisions for the function.

Present progress, priorities, and performance updates to executive leadership and the Board of Directors.

Champion a culture of customer-centric innovation and ongoing improvement.

Qualifications

A bachelor’s degree in Business Administration, Marketing, Communications, Psychology, Management, or a related discipline is required.

An MBA or master’s degree is preferred.

Applicants should bring 12–15+ years of progressive leadership experience in customer experience, customer success, strategy, consulting, or commercial leadership.

Experience leading organization-wide CX transformation programs is essential.

Strong working knowledge of CRM platforms, customer analytics, journey mapping, and digital transformation is expected.

The role also requires strong executive communication, analytical ability, and leadership capability.

Core Competencies

Customer experience leadership, journey design, voice-of-customer programs, customer insights, customer success, digital transformation, service design, business strategy, and executive leadership are central to success in this position.