Vice President of Customer Experience

About the Role

Marron Capital is looking for an experienced and highly customer-focused Vice President of Customer Experience to own the company’s end-to-end CX vision and execution. In this senior leadership position, you will report to the executive team and guide how customers experience the business at every stage, from first contact through ongoing engagement.

The role calls for a leader with deep expertise across customer experience, customer success, customer support, and service operations. Your work will directly influence satisfaction, loyalty, retention, and overall business expansion.

Key Responsibilities

• Create and roll out a global customer experience strategy that supports the organization’s broader business goals.
• Build a company-wide mindset centered on the customer.
• Shape and continuously improve the full customer journey across all offerings.
• Lead initiatives that raise satisfaction, strengthen loyalty, and increase customer lifetime value.
• Set CX standards, governance models, and best-practice frameworks.
• Review the customer lifecycle from acquisition and onboarding through adoption, renewal, and advocacy.
• Spot friction points in the customer journey and introduce scalable fixes.
• Deliver smooth omnichannel experiences across digital and traditional support channels.
• Enhance onboarding, self-service, and engagement programs.
• Own Voice of Customer programs to gather feedback and market intelligence.
• Track and improve core customer metrics such as CSAT, NPS, CES, retention, CLV, and churn.
• Prepare executive-level dashboards and performance updates.
• Use customer data and analytics to guide strategic decisions.
• Collaborate closely with Product, Engineering, Sales, Marketing, Customer Support, Customer Success, Operations, Finance, and IT.
• Ensure customer feedback is reflected in product and service improvements.
• Lead organization-wide customer experience transformation efforts.
• Align operational processes with customer expectations and business priorities.
• Define customer experience governance, service standards, and operating policies.
• Improve customer-facing processes for better efficiency and service quality.
• Identify automation opportunities and introduce digital CX solutions.
• Drive ongoing process improvement through innovation and optimization.
• Recruit, coach, and lead CX Managers, CX Specialists, Journey Managers, and related teams.
• Promote accountability, collaboration, innovation, and continuous learning across the function.
• Build leadership development and succession plans.
• Strengthen organizational capabilities that support long-term growth.

Qualifications

• A bachelor’s degree in Business Administration, Marketing, Communications, Management, Psychology, or a similar discipline is required.
• An MBA or master’s degree is preferred.
• You should bring 20+ years of progressive leadership experience in customer experience, customer success, customer operations, customer support, or similar areas.
• At least 10 years should be in executive or senior leadership roles.
• Demonstrated success in leading enterprise-level CX transformation programs is essential.
• Strong knowledge of customer journey mapping, Voice of Customer programs, service design, and engagement strategy is needed.
• You must have excellent leadership, communication, negotiation, and stakeholder management skills.
• Strong analytical thinking and a data-driven approach to decision-making are important.

Preferred Skills and Tools

Relevant expertise includes customer experience leadership, journey mapping, VoC programs, customer success strategy, retention and loyalty, service design, process improvement, change management, organizational leadership, and business analytics.

Helpful tools and platforms include Salesforce, Salesforce Service Cloud, Zendesk, Qualtrics, Medallia, Gainsight, HubSpot, Power BI, Tableau, and Microsoft Dynamics 365.