VP, Customer Experience

The VP, Customer Experience (CX) owns the end-to-end customer journey and leads cross-functional efforts to deliver consistent, effortless, and differentiated experiences that drive satisfaction, loyalty, and growth.

Key Responsibilities

• CX Strategy & Vision: Define a customer-centric vision, roadmap, and operating model aligned with company goals.
• Journey Ownership: Map, measure, and continuously improve key journeys (e.g., discover, buy, onboard, use, renew, advocate).
• Voice of the Customer (VoC): Establish systematic feedback loops (surveys, interviews, communities, telemetry) and convert insights into prioritized improvements.
• Design & Standards: Lead service design and CX design standards (personas, blueprints, content tone, accessibility, localization).
• Cross-Functional Orchestration: Partner with Product, Marketing, Sales, Success, and Support to ensure consistent experiences across all touchpoints and channels.
• Measurement & Governance: Define CX KPIs (NPS, CSAT, CES, churn, time-to-value, adoption, complaint rate) and run a governance cadence to track progress and remove blockers.
• Operational Excellence: Implement tooling (journey analytics, feedback platforms, experimentation) and champion process improvements that reduce effort and failure demand.
• Change Leadership: Drive customer-centric culture through training, rituals, and recognition; embed CX principles in planning and incentives.
• Brand & Communications Alignment: Ensure the lived experience matches the brand promise across digital and human interactions.
• Innovation & Experimentation: Run pilots/A-B tests to validate improvements and scale what works.

Requirements

• 8-12+ years in CX, service design, product/experience leadership, or related disciplines; 4+ years leading multi-disciplinary teams.
• Demonstrated success improving measurable journey outcomes at scale
• Strong command of journey mapping, service design, and experimentation.
• Data-driven decision-maker with proficiency in analytics and insight platforms.
• Excellent stakeholder management; proven ability to influence across Product, Marketing, Sales, Success, Support, and Operations.
• Clear, executive-level communication and change-management skills.