Vice President of Customer Experience

Role overview

The Vice President of Customer Experience will shape and lead the company’s customer-first strategy, owning the design, execution, and continual refinement of the experience management approach across every stage of the customer journey. This position is intended to improve satisfaction, loyalty, and customer lifetime value by using insights from data, streamlining processes, and working closely with multiple teams to strengthen brand perception and fuel business expansion.

Customer experience strategy

• Create and roll out a company-wide CX strategy that supports the organization’s vision, brand direction, and growth targets.
• Build customer journey maps to surface key interactions and friction points, then drive ongoing improvements.
• Set up a customer experience governance framework to maintain consistent service expectations and a unified customer culture across the business.
• Embed customer experience priorities into digital transformation, marketing initiatives, and operational change programs.

Customer insights and analytics

• Put in place a structured Voice of Customer system using surveys, interviews, social media input, and behavioral data.
• Use customer analytics and data science to measure CSAT, NPS, and CLV.
• Turn customer data into action plans that improve retention and repeat purchase behavior.
• Help build a cross-functional platform for data sharing and intelligent customer experience management.

Cross-functional optimization

• Work with marketing, sales, operations, technology, and product teams to improve the complete customer journey.
• Advance the integration of customer service workflows, after-sales support, and digital touchpoints such as apps, websites, and self-service tools.
• Develop service standards and operating manuals to ensure a uniform experience across online and offline channels.
• Support training efforts that strengthen frontline teams in communication, emotional control, and problem-solving.

Digital customer innovation

• Drive adoption of digital CX tools including CRM systems, chatbots, AI-powered support, and personalized recommendation engines.
• Identify opportunities to improve customer interactions through AI, speech recognition, and sentiment analysis.
• Establish a Customer Experience Lab to test and incubate new service models.
• Lead omnichannel customer experience integration initiatives.

Loyalty, brand, and risk management

• Design and manage loyalty and membership programs that deepen customer engagement.
• Oversee experiences for key accounts so high-value customers receive tailored support.
• Foster a customer-centric culture throughout the organization.
• Create a crisis response process to address major complaints and reputational concerns appropriately.

Candidate profile

This role calls for a senior CX leader with deep experience in customer experience, service, or marketing strategy, plus a strong track record of leading transformation across teams, regions, and service models.

Education and experience

A bachelor’s degree or higher in Marketing, Business Administration, Customer Management, or a related discipline is required. An MBA or master’s degree focused on customer strategy or behavioral science is preferred. The ideal candidate brings more than 18 years of experience in customer experience, customer service, or marketing strategy, including at least 8 years in a management role. Prior success leading cross-departmental or cross-regional customer experience transformation projects is expected, along with experience in B2B, B2C, or multi-channel service environments.

Additional information

Employment type: full-time. Work arrangement: onsite. Location: United States. Salary, stipend, duration, and start date were not specified in the source.