Vice President Customer Experience

Full-time Other-General

We are seeking an experienced Vice President of Customer Experience to lead the design, delivery, and continuous improvement of customer journeys across a large-scale enterprise environment. The successful candidate will drive customer‑centric transformation initiatives, improve service quality, and enhance customer satisfaction across multiple channels and touchpoints.

Key Responsibilities

• Develop and execute the organization’s customer experience strategy aligned with business objectives.
• Lead customer journey mapping, process optimization, and service improvement initiatives.
• Drive improvements in onboarding, servicing, retention, and overall customer engagement.
• Establish and monitor customer experience KPIs, including NPS, CSAT, customer effort, and service performance metrics.
• Partner with Operations, Technology, Digital, Product, and Customer Service teams to deliver seamless customer experiences.
• Leverag...