| Detail | For this role |
|---|---|
| Department | Customer Support |
| Level | Senior management |
| Reports to | Chief Operating Officer |
| Direct reports | Head of Customer Experience, Head of Customer Support, Head of Customer Success |
| Experience | 15+ years in customer experience or service with senior leadership |
Vice President Customer Experience job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Vice President Customer Experience
Department: Customer Support
Reports to: Chief Operating Officer
Location: [City], [office, branch or site]
About the role
A Vice President Customer Experience leads customer experience at the top of the company and sits on the leadership table. They set the multi-year experience strategy, own the experience and loyalty metrics, and align product, support, success and operations behind the customer. The role is about direction, investment and org capability rather than daily service. A good Vice President Customer Experience makes customer experience a driver of growth, secures investment for the fixes that matter, builds the experience organisation, and holds the leadership team accountable for the customer.
Key responsibilities
- Set the multi-year customer experience strategy and the metrics that measure it.
- Own company-level CSAT, NPS, retention and loyalty at the leadership table.
- Align product, support, success and operations behind a common customer agenda.
- Secure investment and headcount for the experience fixes that matter most.
- Present customer experience performance and risk to the CEO and board.
- Set experience standards and service promises that the whole company follows.
- Sponsor major experience and technology programmes and hold them to their benefits.
- Build the customer experience organisation and its leadership succession.
- Govern voice-of-customer so feedback reliably drives change across teams.
- Represent the customer in strategy, product and investment decisions.
Requirements
- Graduate, an MBA from a reputed institute an advantage
- Senior leadership experience in experience or service
- A CX leadership programme is an advantage
- 15+ years in customer experience or service with senior leadership
KRAs and KPIs for a Vice President Customer Experience
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Loyalty metrics | Company NPS and retention improved over the multi-year plan |
| Satisfaction | CSAT sustained above the company target across channels |
| Investment return | Experience programmes delivering their committed benefits |
| Cross-company alignment | Experience fixes owned and delivered by the responsible functions |
| Organisation | Experience leadership roles filled with successors identified |
| Governance | Voice-of-customer loop closed reliably across the company |
Skills and tools
Tools used day to day: CX and analytics platforms, CRM, BI and reporting tools, Survey platforms, MS Excel.
Reporting line and career path
Next roles: Chief Customer Officer, Chief Operating Officer, Chief Executive Officer
Interview questions for a Vice President Customer Experience
- How do you build a multi-year customer experience strategy the board will fund?
- How do you align product, support and operations behind the customer?
- How do you decide which experience fixes deserve investment?
- How do you present experience metrics and risk to the board?
- How do you make voice-of-customer reliably drive change across teams?
- How do you build a customer experience leadership team?
Managing a Vice President Customer Experience in ZeniaHR
Hire and manage your customer support team in one place
Post the role, onboard the new hire, and track attendance, leave and KRAs in ZeniaHR. Free for your first 50 employees.
Book a free demoSee pricingFrequently asked questions
What does a Vice President Customer Experience do?
A Vice President Customer Experience leads customer experience at the top of the company. They set multi-year strategy, own experience and loyalty metrics, and align product, support, success and operations behind the customer. They secure investment, present to the board, sponsor major programmes, build the experience organisation, and hold leadership accountable for the customer.
Who does a Vice President Customer Experience report to?
A Vice President Customer Experience usually reports to the Chief Operating Officer, Chief Customer Officer or Chief Executive Officer. Their direct reports are the heads of experience, support and success. The VP sets strategy, secures investment and represents the customer to the board, while the heads run the day-to-day functions under them.
What is the difference between a VP Customer Experience and a Head of Customer Experience?
A Head of Customer Experience runs the experience function: journeys, voice-of-customer and cross-team fixes. A Vice President Customer Experience works one level up, setting multi-year strategy, securing investment, aligning the whole company and representing the customer to the board. The head delivers the programme; the VP directs and funds the agenda.