Job Summary:

We are looking for an experienced and strategic Vice President of Customer Experience to lead the organization's customer experience strategy and transform customer service operations across multiple channels. The ideal candidate will have extensive experience leading large-scale Customer Experience (CX) and Customer Service teams, with strong expertise in omnichannel operations, CRM, customer analytics, Voice of Customer (VoC), NPS, CSAT, and AI-enabled customer support.

The role will be responsible for building a customer-centric culture, optimizing end-to-end customer journeys, improving service quality and satisfaction, and leveraging technology and analytics to create scalable and differentiated customer experiences.

Key Responsibilities:

- Define and execute the organization's customer experience strategy aligned with overall business objectives.

- Lead and transform omnichannel customer service operations across voice, email, chat, social media, and other digital channels.

- Manage and develop large, high-performing Customer Experience and Customer Service teams.

- Establish and monitor key CX metrics, including NPS, CSAT, CES, FCR, AHT, SLA adherence, and customer retention.

- Develop and implement a robust Voice of Customer (VoC) program to capture, analyze, and act on customer feedback.

- Own the end-to-end customer journey, identifying pain points and opportunities to improve customer satisfaction and loyalty.

- Drive CRM strategy and ensure effective utilization of customer data and technology to personalize customer interactions.

- Lead the adoption of AI-enabled customer support, including chatbots, intelligent routing, agent-assist solutions, automation, and predictive customer analytics.

- Partner with Product, Technology, Sales, Marketing, Operations, and other functions to deliver a consistent customer experience.

- Develop CX dashboards and analytics frameworks to identify trends, root causes, and opportunities for improvement.

- Establish customer service standards, processes, governance frameworks, and quality assurance mechanisms.

- Drive continuous improvement and process transformation initiatives to improve operational efficiency and customer outcomes.

- Manage customer escalation frameworks and ensure timely resolution of critical customer issues.

- Build executive-level relationships with key internal and external stakeholders.

- Develop CX budgets, resource plans, and investment strategies to support business growth.

- Identify opportunities to reduce cost-to-serve while improving customer satisfaction and service quality.

- Establish training, coaching, and capability-building programs for customer-facing teams.

- Lead change management initiatives associated with new technologies, processes, and customer service models.

- Present CX performance, customer insights, strategic initiatives, and business impact to senior leadership and executive stakeholders.

Required Qualifications & Experience:

- Bachelor's or Master's degree in Business Administration, Marketing, Operations, or a related discipline.

- 15+ years of experience in Customer Experience, Customer Service, Contact Center Operations, Customer Success, or related functions.

- Proven experience in senior leadership roles managing large CX/customer service organizations.

- Strong experience managing omnichannel customer service operations.

- Demonstrated expertise in CRM, NPS, CSAT, VoC, customer journey mapping, and CX analytics.

- Experience leading large-scale CX transformation and process improvement initiatives.

- Strong understanding of AI-enabled customer service and automation technologies.

- Experience managing senior stakeholders and cross-functional teams.

- Strong commercial and financial acumen with experience managing large operating budgets.

Technical & Functional Skills:

- Customer Experience Strategy

- Customer Service Operations

- Omnichannel Contact Center Management

- CRM & Customer Data

- Voice of Customer (VoC)

- NPS / CSAT / CES

- Customer Journey Mapping

- CX Analytics & Dashboards

- AI & Automation in Customer Service

- Chatbots & Agent Assist

- Quality Management

- Customer Retention & Loyalty

- Process Transformation

- Service Design

- Escalation Management

- Workforce & Performance Management