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Job Title
Vice President of Customer Experience
Job Summary
The Vice President of Customer Experience is responsible for formulating and driving the company’s overall customer experience strategy. This role oversees the management of the entire customer lifecycle and key touchpoints, leveraging data-driven insights and experience optimization to enhance customer satisfaction and loyalty, while driving the continuous growth of customer value and business performance.
Key Responsibilities
1. Customer Experience Strategy & System Building
Develop company-wide Customer Experience (CX) strategies and development plans.
Establish a Customer Experience Management (CXM) system and governance framework.
Drive the implementation of a “customer-centric” organizational culture.
2. Customer Journey & Touchpoint Management
Map and optimize the end-to-end customer lifecycle journey (acquisition, conversion, usage, retention, repurchase).
Manage the consistency of customer experiences across key touchpoints (online, offline, and multi-channel).
Enhance the quality of customer experiences during “Moments of Truth.”
3. Data & Customer Insights
Establish a comprehensive CX metrics framework (NPS, CSAT, CES, etc.).
Build mechanisms for Voice of the Customer (VoC) collection and feedback analysis.
Leverage data-driven insights to drive business optimization and decision-making.
4. Experience-Driven Growth & Value Enhancement
Improve customer retention and repurchase rates through experience optimization.
Drive growth in Customer Lifetime Value (CLV).
Transform customer experience into a key engine for business growth.
5. Cross-Functional Collaboration & Change Leadership
Collaborate closely with Product, Marketing, Sales, Customer Success, and Support teams.
Drive the implementation of cross-functional CX optimization projects.
Lead customer experience transformation and organizational change initiatives.
6. Digital & Intelligent Experience
Drive the digitalization of customer experience (via data platforms, CRM systems, etc.).
Introduce AI and automation technologies to enhance personalized experiences.
Build an omnichannel, seamlessly connected customer experience ecosystem.
7. Brand Experience & Customer Perception Management
Ensure consistent delivery of the brand promise throughout the customer experience.
Enhance perceived customer value and brand loyalty.
Oversee and manage customer experience quality in critical scenarios.
8. Team Building & Capability Development
Build and lead teams focused on Customer Experience, Customer Insights, and Service Design.
Drive the development of CX capabilities and professional frameworks.
Elevate the organization’s overall customer experience management proficiency.
Qualifications
Bachelor’s degree or higher in Marketing, Management, or a related field (MBA preferred).
20+ years of experience in Customer Experience, Customer Operations, Branding, or Service-
related roles.
10+ years of experience in team management.
Familiarity with Customer Experience Management (CXM) systems and Service Design methodologies. Design, etc.)
Experience with digital transformation or data-driven projects is preferred.
Possesses strong strategic thinking and cross-functional collaboration/driving capabilities.
Key Performance Indicators (KPIs)
Net Promoter Score (NPS)
Customer Satisfaction (CSAT)
Customer Effort Score (CES)
Customer Retention Rate / Repurchase Rate
Customer Lifetime Value (CLV)
Customer Churn Rate
Core Competencies
Customer Experience Strategy & Journey Design
Data Analysis & Customer Insights
Cross-Functional Influence & Collaboration
Innovation & Change Management
Brand & Experience Integration
