Job Title: Vice President of Customer Experience

Location: United States – Remote

Position Overview

We are seeking an experienced and strategic Vice President of Customer Experience to lead the company’s customer experience function and strengthen the quality, consistency, and effectiveness of customer interactions across the customer lifecycle.

This role will oversee customer experience strategy, customer journey management, customer insights, service standards, experience improvement, performance measurement, and related operational initiatives. The Vice President of Customer Experience will work closely with Customer Success, Customer Service, Sales, Product, Marketing, Operations, Technology, and executive leadership to ensure customer needs are understood and translated into practical improvements.

The ideal candidate is a customer-focused business leader with strong operational judgment, analytical skills, and experience building scalable customer experience practices. This person should be comfortable balancing customer needs with business priorities while creating clear processes, standards, and performance measures.

Key Responsibilities

Customer Experience Strategy & Leadership

- Develop and execute a customer experience strategy aligned with company objectives and customer needs.
- Establish clear priorities, standards, and operating principles for customer experience initiatives.
- Build scalable practices that support consistent customer interactions across the organization.

Customer Journey Management

- Evaluate the customer journey across key stages, including onboarding, adoption, support, account management, renewal, and ongoing engagement.
- Identify opportunities to improve customer interactions, processes, and handoffs.
- Partner with relevant teams to address gaps and improve the overall customer experience.

Customer Insights & Feedback

- Establish effective methods for collecting, analyzing, and communicating customer feedback.
- Identify recurring customer needs, service issues, friction points, and opportunities for improvement.
- Translate customer insights into practical recommendations for business and operational teams.

Experience Improvement

- Lead initiatives designed to improve customer processes, communications, service interactions, and overall experience quality.
- Prioritize improvements based on customer impact, business value, operational feasibility, and available resources.
- Monitor results and refine initiatives based on performance and customer feedback.

Customer Experience Standards

- Develop and maintain practical standards for customer communication, service quality, response processes, and customer-facing interactions.
- Work with functional leaders to establish consistent expectations across customer touchpoints.
- Review standards regularly and update them as customer needs and business processes evolve.

Customer Satisfaction & Retention

- Monitor customer satisfaction and experience trends and identify factors that may influence retention and engagement.
- Partner with Customer Success and Customer Service to address recurring customer concerns.
- Support initiatives that strengthen customer relationships and long-term account value.

Performance Management & Analytics





- Define meaningful customer experience metrics and reporting practices.
- Monitor customer feedback, satisfaction indicators, service performance, retention trends, and operational measures.
- Develop dashboards and reports that provide leadership with clear visibility into customer experience performance.

Cross-Functional Collaboration

- Work closely with Customer Success, Customer Service, Sales, Product, Marketing, Operations, and Technology.
- Improve communication and coordination across teams that influence the customer journey.
- Help align customer experience priorities with broader business and operational objectives.

Customer Experience Operations

- Establish effective processes for managing customer experience initiatives, feedback, reporting, and improvement programs.
- Improve workflows, documentation, communication practices, and operational visibility.
- Create clear ownership and accountability for customer experience activities.

Technology & Data

- Evaluate systems and tools that support customer feedback, customer relationship management, service operations, analytics, and reporting.
- Partner with Technology and operational teams to improve customer data quality and accessibility.
- Use data and technology to improve customer visibility and decision-making.

Issue & Escalation Management

- Establish appropriate processes for identifying and addressing significant customer experience issues.
- Coordinate with relevant teams to resolve recurring or complex customer concerns.
- Identify underlying process issues and recommend improvements rather than focusing only on individual cases.

Team Leadership & Development

- Lead, coach, and develop customer experience professionals and managers.
- Establish clear expectations for performance, collaboration, communication, and operational quality.
- Support organizational planning, talent development, and effective team structures.

Strategic Planning

- Develop annual and longer-term customer experience priorities and improvement plans.
- Assess customer trends, business requirements, operational capabilities, and resource needs.
- Translate strategic priorities into practical programs with explicit ownership and measurable outcomes.

Executive Partnership & Reporting

- Provide executive leadership with regular updates on customer experience performance, customer insights, major initiatives, and improvement priorities.
- Present clear analysis and recommendations to support business decisions.
- Communicate significant customer trends, operational issues, and opportunities in a timely manner.

Continuous Improvement

- Establish a structured approach to reviewing customer experience performance and identifying improvement opportunities.
- Encourage data-informed evaluation of customer processes and service practices.
- Continuously refine customer experience programs based on measurable results and changing customer requirements.

Qualifications





- 10+ years of progressive experience in customer experience, customer success, customer service, operations, account management, or a related field.
- Proven experience leading customer experience or customer-facing operations at a senior management level.
- Strong understanding of customer journeys, service operations, customer feedback, experience measurement, and process improvement.
- Demonstrated ability to translate customer insights into practical business and operational initiatives.
- Experience developing customer experience strategies, service standards, operating processes, and performance frameworks.
- Strong analytical and problem-solving skills with the ability to interpret customer and operational data.
- Excellent written and verbal communication skills, including executive-level presentation and stakeholder management.
- Strong cross-functional collaboration skills and the ability to work effectively with senior leaders and operational teams.
- Excellent organizational and prioritization skills with the ability to manage multiple initiatives.
- Experience with CRM, customer feedback, service management, analytics, reporting, or business intelligence platforms.
- Demonstrated ability to lead, coach, and develop customer-facing or experience-focused teams.
- Strong business judgment and the ability to balance customer requirements with operational and business priorities.
- Comfortable working effectively in a fully remote environment.

Preferred Qualifications

- Experience in a growing or evolving organization where customer experience processes and operating practices are continuously improving.
- Background in B2B, SaaS, technology, professional services, consulting, or other customer-focused environments.
- Experience managing customer journey frameworks, service standards, feedback programs, satisfaction measurement, or experience improvement initiatives.
- Familiarity with CRM, customer feedback, service management, analytics, business intelligence, and reporting platforms.
- Experience developing dashboards, operating procedures, customer experience frameworks, documentation, and performance reporting.
- Experience working across onboarding, customer success, customer service, account management, support, or other customer lifecycle functions.
- Experience leading process improvement initiatives that improve customer interactions and operational efficiency.
- Experience presenting customer insights, performance trends, and strategic recommendations to executive leadership.

Why Join Us This is a senior leadership opportunity to shape how the organization understands, manages, and improves the customer experience. The Vice President of Customer Experience will have meaningful influence over customer journeys, service standards, customer insights, experience improvement, operational practices, performance measurement, and cross-functional collaboration.

The role is well suited to a practical and strategic customer experience leader who enjoys understanding customer needs, improving business processes, developing strong teams, and creating scalable operating practices. You will work closely with leaders across the organization to connect customer insights with measurable improvements and long-term business objectives.

📌 Vice President of Customer Experience (Calgary)
🏢 invest Australia
📍 Calgary