VP of Customer Experience

About the role

We are looking for a VP of Customer Experience to own the end-to-end customer journey and elevate satisfaction, loyalty, and lifetime value across every touchpoint. You will define the CX strategy, unify the voice of the customer, and lead the teams and systems that turn customer insight into measurable business outcomes.

Responsibilities

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

Qualifications

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