Vice President of Experience

Job description

The Vice President of Experience leads the strategy and execution of exceptional customer experiences across all touchpoints. Drives innovation, aligns cross‑functional teams, and enhances user satisfaction to reinforce the company's position as a customer‑centric digital leader. Responsibilities include strategic leadership, managing and developing design, research and journey specialist teams, establishing a unified experience framework and KPIs, overseeing support operations and AI‑driven tools, mapping B2B and B2C journeys, and collaborating with product, engineering, marketing and operations.

Requirements

• 10+ years of experience in customer experience, user experience, or related field
• 5+ years of executive leadership experience managing cross‑functional teams
• Proven track record of implementing successful experience excellence strategies in digital products
• Experience with experience measurement tools and methodologies
• Strong background in user research, journey mapping, and service design
• Deep understanding of omni‑channel digital platforms, particularly SaaS and e‑commerce
• Experience with experience optimization and personalization technologies
• Strong analytical skills with ability to translate data into actionable insights
• Excellence in stakeholder management and executive communication
• Track record of building and scaling experience teams
• Bachelor's degree required, Master's preferred in relevant field
• Experience in highly regulated industries is a plus
• Demonstrated success in driving organizational change
• Strong presentation and public speaking abilities
• Experience with agile methodologies and design thinking approaches

Skills