Role Profile: Vice President of Customer Experience

The Vice President of Customer Experience is a senior leadership role focused on setting the vision and strategy for delivering exceptional customer service across the organisation. This position involves leading initiatives to enhance customer satisfaction, loyalty, and overall experience with the brand.

• Develop and implement a comprehensive customer experience strategy.

• Lead and inspire a team to achieve customer-focused goals.

• Analyse customer feedback and performance metrics to drive improvements.

• Collaborate with other executives to ensure alignment on customer objectives.

• Advocate for customers within the organisation to promote a customer-centric culture.

• Exceptional leadership and managerial skills.

• Strong analytical skills with experience in data interpretation.

• Fantastic communication and interpersonal abilities.

• Proficient in customer relationship management (CRM) tools.

• Ability to think strategically and implement effective change.

• Bachelor’s degree in Business, Marketing, or a related field.

• 10+ years of experience in customer experience, service management, or a related area, preferably in a leadership role.

Opportunities for advancement include roles such as Chief Customer Officer or Chief Operating Officer, as well as other executive leadership positions within the organisation.

• Customer Experience Professionals Association (CXPA)

• Courses on platforms like Coursera, LinkedIn Learning, or edX focused on leadership and customer experience.

Leading the design and rollout of a new customer feedback programme that informs product development, driving increased customer satisfaction. Collaborating with marketing to create campaigns based on customer insights that improve brand loyalty.