VP of Customer Experience and Service

Integral Creative Solutions (ICS) is a retained executive search and staffing firm that partners with high-growth and enterprise organizations to identify, attract, and place the senior leadership talent that drives their next stage of scale. On behalf of a confidential client, we are conducting this search. This is an opportunity to join a well-resourced leadership team and make an outsized, measurable impact from day one.

Responsibilities

• Own the end-to-end customer experience strategy across the full customer journey and all channels.
• Build the VoC program — surveys, NPS/CSAT, journey mapping, and closed-loop feedback.
• Identify friction points and lead cross-functional initiatives to improve key journey moments.
• Build and lead CX, support, and success functions to deliver a consistent, high-quality experience.
• Own CX KPIs (NPS, CSAT, CES, retention) and tie experience improvements to business results.
• Partner with product, marketing, and operations to embed a customer-first mindset.

Requirements

• 10+ years in customer experience, service, or success, with 4+ years in leadership.
• Proven track record designing and scaling CX programs that move loyalty and retention.
• Deep experience with VoC methodologies, journey mapping, and closed-loop feedback.
• Strong command of CX metrics and the ability to translate insight into action.
• Experience building and leading customer-facing teams at scale.
• Excellent communication and executive-influence skills.
• Bachelor's degree required; MBA a plus.

Skills

• Experience with CX platforms (Qualtrics, Medallia) and CRM.
• Experience leading customer-centric transformation.
• CX experience in the client's markets.
• Digital and omnichannel experience design.

Pay

The base salary range for this role is $345,000 to $460,000, with exact placement determined by your skills, years of experience, and interview performance.

Benefits

• Competitive equity / long-term incentive package.
• Flexible work arrangement with a home-office stipend where applicable.
• Comprehensive medical, dental, and vision insurance.
• Flexible PTO policy + Company Holidays.
• Annual learning and development budget.
• 401(k) matching plan.