Vice President of Customer Experience

Overview

The Vice President of Customer Experience will shape and lead the organization’s customer-first agenda. This senior leader is responsible for designing, rolling out, and continually improving the systems and processes that influence the customer journey from beginning to end. The core purpose of the role is to strengthen satisfaction, loyalty, and customer lifetime value through insight-led decision-making, operational refinement, and strong partnership across teams, ultimately supporting brand reputation and commercial growth.

Customer Experience Strategy

• Build and execute an enterprise-wide customer experience strategy that supports the company’s vision, brand direction, and growth objectives.
• Create customer journey maps to uncover critical touchpoints and pain points, then lead ongoing improvements.
• Set up a CX governance structure to maintain consistent service standards and a unified customer culture across the business.
• Embed customer experience priorities into digital, marketing, and operational transformation programs.

Customer Insights and Analytics

• Put in place a structured Voice of Customer system using surveys, interviews, social listening, and behavioral data.
• 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 shared, intelligent customer experience platform that supports cross-functional data exchange.

Cross-Functional Experience Improvement

• Partner with marketing, sales, operations, technology, and product teams to improve the full customer journey.
• Advance customer service workflows, after-sales support, and digital touchpoints such as apps, websites, and self-service tools.
• Develop service standards and process documentation to ensure consistency across online and offline channels.
• Support training efforts that build frontline skills in communication, emotional control, and problem-solving.

Digital Customer Innovation

• Drive adoption of customer experience technologies such as CRM, chatbots, AI-assisted service, and recommendation engines.
• Explore how AI, speech recognition, and sentiment analysis can improve customer interactions.
• Establish a Customer Experience Lab to pilot new service models and offerings.
• Lead omnichannel customer experience integration initiatives.

Loyalty and Brand Experience

• Design loyalty and membership programs that increase engagement.
• Oversee experiences for key accounts to ensure high-value customers receive tailored support.
• Promote a customer-centric mindset throughout the organization.
• Implement a crisis-response approach for serious complaints and reputational risks.

Requirements

• A bachelor’s degree or higher in Marketing, Business Administration, Customer Management, or a related discipline is required.
• An MBA or master’s degree with a focus on customer strategy or behavioral science is preferred.
• At least 18 years of experience in customer experience, customer service, or marketing strategy is needed.
• Minimum 8 years of people-management experience is required.
• Prior success leading cross-functional or cross-regional customer experience transformation programs is expected.
• Background in B2B, B2C, or multi-channel service businesses is important.

Additional Information

This role is based in the United States and is offered as a full-time onsite position. No salary, stipend, duration, start date, or application deadline was specified in the source.