Vice President & Head of Customer Experience

Job Description

Job Description

Application Deadline : November 13, 2025 or until position is filled.

General Summary

The Vice President & Head of Customer Experience (CX) is a senior leader responsible for developing and executing strategies that elevate customer satisfaction and loyalty across all touchpoints, ultimately driving business growth. This role requires strong leadership, data-driven decision-making, and cross-functional collaboration to embed a customer-centric mindset throughout the organization.

Primary Responsibilities

• Lead the development and execution of a comprehensive customer experience strategy that aligns with the company’s mission and business objectives. Stay informed on industry trends and emerging technologies to continuously innovate the customer experience.
• Map and analyze complex customer journeys across products, services, and channels to identify pain points and opportunities for improvement.
• Utilize data analytics to interpret customer feedback, monitor behavior, and anticipate customer needs. Translate insights into actionable enhancements to products, policies, and communications.
• Work closely with engineering, marketing, sales, and IT to implement impactful CX solutions. Champion cross-functional initiatives that improve and standardize service processes.
• Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates to evaluate CX effectiveness.
• Oversee CX operations with a focus on efficiency and scalability through automation and process improvements. Establish service level standards for responsiveness and issue resolution.
• Design and manage systems to capture, analyze, and act on customer feedback and concerns.
• Foster a company-wide culture that values and celebrates customer-centricity.
• Other duties as assigned or required by the business.

Requirements