VP Customer Experience Job Description
VP customer experience
provides thought leadership and strategic consulting and market perspective to key business stakeholders on strategies and risks, including significant trends, competitive positioning and consumer decision making drivers based on thorough trend, segment and marketing analysis.
VP Customer Experience Duties & Responsibilities
To write an effective VP customer experience job description, begin by listing detailed duties, responsibilities and expectations. We have included VP customer experience job description templates that you can modify and use.
Sample responsibilities for this position include:
Developing and implementing strategy for gathering customer feedback
Oversee specific aspects of internal capability development and delivery, including definition of the capability roadmap and customer experience, development of the business case, capability specifications and prototyping, documentation of business requirements alongside business partners
Support the broad portfolio of initiatives by highlighting enhancements to existing capabilities developing new capabilities or standalone pilots
Partner with Product, Customer Experience, Technology and Operations to build a cohesive, compelling, class-leading customer experience
Maintain a prioritized, vetted backlog of features
Create business cases to support the customer experience product roadmap
Serve as voice of the merchant throughout the product development process
Continually monitor performance data and derive insights from that data to shape the roadmap
Oversee software support strategy and staff for TAA North American based businesses
Lead cross-functional global operations and business transformation projects that deliver savings through system consolidation, talent optimization and process excellence, accelerate business results and improve our overall customer experience
VP Customer Experience Qualifications
Qualifications for a job description may include education, certification, and experience.
Education for VP Customer Experience
Typically a job would require a certain level of education.
Employers hiring for the VP customer experience job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Business/Administration, Engineering, Computer Science, Education, Marketing, Statistics, Technology, Management
Skills for VP Customer Experience
Desired skills for VP customer experience include:
Emerging technology and business trend
Experience design and technology trends within and beyond industry
Integrated marketing and CRM disciplines and a deep understanding of the technical nature of digital marketing solutions
Agile development
Analytics
B2B consumer strategies
CX leader issues and challenges
Client’s and our own business model
Consumer market
Customer satisfaction drivers and dissatisfiers
Desired experience for VP customer experience includes:
High level of integrity, both personally and professionally
Strong people leadership skills and ability to develop others
Develop standard KPI’s and audit methodology to assure best-in-class operations, infrastructure, technology, and customer support functions
Optimize and manage third party vendor relations across global business
Implement and manage cross-functional business integrations including M&A operational due diligence operations 100-day plans
Champion and instill operational best practices by implementing standard OE methodologies, metrics and processes mentoring and training staff
VP Customer Experience Examples
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VP Customer Experience Job Description
Job Description Example
Our growing company is hiring for a VP customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for VP customer experience
- Accountable for selecting and overseeing the work of employees, consultants, contractors, and vendors support continuous process improvements
- Promote and instill a high performing team culture and foster talent and change management initiatives
- Establish and manage the TAA North American support budget in order to achieve expense targets
- Lead the implementation of TAA’s move towards SFDC Service Cloud in North America
- Act as the Global advisor to all centers in TAA moving to service cloud
- Review, coordination and approvals of key internal hiring and promotions
- Leads and partners with senior management to establish and execute a strategy for customer satisfaction and retention (both short and long term) for all MPS products and services
- Owner of redefining the current Account Executive and Account Manager models to drive more customer facing value from these roles
- Manage third-party vendors and as appropriate, lead the selection of new vendors (negotiate, review, and approve partner contracts)
- Develop listening points in journey (e.g., usage, satisfaction)
Qualifications for VP customer experience
- Experience working in a highly matrixed, geographically dispersed global organization with revenue greater than $500M
- Leadership of a world-class customer support departments that have been recognized for superior customer service
- Organization transformation experience
- Proven track record of moving Customer Service centers from a multi-channel support experience to an Omni-Channel support strategy
- A proven analytic performer who embraces change and values customer, client, vendor and staff relationships
- Ability to interact effectively with multiple organizational levels including the c-suite and board
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VP Customer Experience Job Description
Job Description Example
Our company is growing rapidly and is looking for a VP customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for VP customer experience
- Inspires, guides and leads a team of marketing professionals, from developer to managers to strategic planners, to unleash the best customer-centric ideas tapping into the new innovations of marketing and developing a positive employee brand culture
- Establishes metrics for each stage of the relationship with customers voice of the customer competency in the organization including a united platform for understanding and putting into place the correct action of insights
- Manages the overall marketing budget, the approval of programs and provides reoccurring reconciliation and variance reports
- Maintain the VP’s calendar and daily schedule
- Arrange and book all travel for the VP, Customer Experience
- Manage small events for the VP and his team
- Submit expense reports on behalf of the Vice President
- Coordinate and host group meetings and meals, such as those for the all hands, team dinner, and management team meetings
- Coordinate the logistics of customer events as necessary this could include customer dinners, leadership forums and other major meetings
- Organize and update the VP’s files (hard-copy and electronic) as needed
Qualifications for VP customer experience
- Flexibility and sound business judgment to manage unexpected changes in business conditions and customer requirements
- Excellent facilitation skills and ability to influence
- Must be well-organized and able to successfully implement strategies and ability to manage multiple complex initiatives simultaneously and remain focused
- PC, Internet and related technical skills
- The ability to establish and maintain relationships for business facing leadership technology leadership
- Ability to create and continue to motivate a high performing team of experts to deliver
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VP Customer Experience Job Description
Job Description Example
Our innovative and growing company is hiring for a VP customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for VP customer experience
- Manage VP’s ad-hoc projects
- Attend meetings and document discussions, as necessary
- Help other leaders in the team as necessary
- Ensure and maintain confidentiality of all appropriate communications and documents
- Developing approaches to modeling and work with modeling teams to improve cross-channel ROI
- Develop and deliver strategies to improve the experience for Chase Slate card members for every interaction, including servicing, lending ops, fraud, disputes
- Partner with CMS to ensure appropriate capacity planning for key initiatives, focus on demand mitigation and drive a cost efficient servicing footprint
- Represent Brand cards as a SME for customer experience on projects originating outside of the Product team
- Partner with key Card and cross-line-of-business Customer Experience stakeholders on identifying drivers and implementing actions to increase NPS and JD Power results
- To support strategic customer journeys initiated by CE, Regional and local BU/SUs
Qualifications for VP customer experience
- Digital - Skilled in all digital channels
- Business Client Mindset - Understands line of business strategy and goals and drives marketing campaigns to meet business objectives
- Ability to influence others and interact with all levels of the organization
- The ideal candidate will have 10+ years of customer service leadership experience within a comparable business environment
- Strong track record of hiring and developing great talent across a broad spectrum of geographies
- Develops and sustains trusting, collaborative relationships and alliances across functional, organizational, and geographical boundaries to achieve goals
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VP Customer Experience Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of VP customer experience. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for VP customer experience
- To assist the VP, CE to monitor and keep track the progress of CJs/EJs
- To identify gaps on customer experience and generate new Ideas to enhance the customer journeys
- To collect insights and learnings from various channels including industries practices, voice of customers and staff for identify service gaps and action plan
- To coordinate and support facilitation during journey design workshops by using 4Ds approach, HCD methodology and Agile approach
- Uplift bank-wide customer experience
- Develop and maintain the CBG Customer Frame
- Ensure the consistency delivery of RED service in bank-wide
- Manage the CHP to the Firmwide Compliance Practices and align to Customer Experience Goals and Objectives for the subject matter
- Manage the Compliance Practices and align to Customer Experience Goals and Objectives for the subject matter
- Develop and build best-in-class customer experience research from our innovative customer relationship and real-time customer feedback solutions
Qualifications for VP customer experience
- Own Policies and Processes pertaining to IBG and periodic reviews (viz
- Ensuring the various policies are well socialised and pre-implementation briefings conducted effectively."
- Review overall complaints raised by IBG clients
- Facilitate tracking, resolution and responses to Senior Management escalations, including Nodal Officer/ RBI BO escalations
- Drive the IBG Customer Surveys, initiation, completion and tabling of results to Senior Management
- 3+ years of proven success supporting a VP-level executive in a fast moving and high growth environment
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VP Customer Experience Job Description
Job Description Example
Our growing company is looking for a VP customer experience. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for VP customer experience
- Identify new prospects, leveraging own network and in conjunction with business development with clear plan on how to target
- Collaborate with internal and external partners through the research process from proposal development through to storytelling in insights and deliverables
- Develops and maintains effective relationships with both internal and external stakeholders across BMSC and other disciplines (e.g., Global Operations, Finance)
- Execute on service value proposition in a high quality, cost-effective manner to retain and grow the business through client experience, satisfaction and loyalty
- Effectively manages a budget in excess of $30M to deliver results that balance costs and quality
- Responsible for executing service strategies and structures that deliver on improved customer attrition, NPS (Net Promoter Scores) and customer experience goals
- Represents Service Operations on corporate Merger and Acquisitions
- Accountable for critical third party vendor relationships
- Executive sponsor for major initiatives that leverage investments in process and technology to generate improvements in client and associate experience and/or scale
- Partner with key functional areas to develop a multi-year strategy for Customer Experience aligned to business and brand goals
Qualifications for VP customer experience
- Must be able to work on-site daily in our SF office (8am-5pm most business days) plus off-hours availability for questions, meetings, projects and/or errands
- Highly professional, organized and detail-oriented
- Focus on customer service at all levels
- Ability to plan small customer events
- Incredible time management skills with demonstrated ability to manage multiple competing priorities and to constantly re-prioritize
- Highly competent with all Microsoft Office applications and Google Apps