Vice President of Experience

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform people's lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

**Position Overview**:
The **Vice President of Experience** will lead the strategy and execution of exceptional customer experiences across all touchpoints, driving innovation, aligning cross-functional teams, and enhancing user satisfaction to solidify the company’s position as a customer-centric digital leader.

**Key Responsibilities**:
**Strategic Leadership**:

- Drive the overall customer experience strategy and vision across all touchpoints
- Lead experience transformation initiatives across the organization
- Build and maintain relationships with key stakeholders
- Develop and manage experience-related budgets and resources
- Stay current with industry trends and best practices

**Team Management**:

- Lead and develop teams of designers, researchers, and journey specialists
- Build, lead and scale customer support teams across multiple channels
- Create and maintain customer service training programs
- Develop and oversee customer research initiatives

**Experience Framework & Standards**:

- Create and maintain a unified experience framework
- Establish and track key experience metrics and KPIs
- Create and maintain experience guidelines across platforms
- Drive personalization strategies
- Champion voice-of-customer programs

**Customer Support Operations**:

- Develop and manage customer care strategies
- Establish customer service standards and policies
- Monitor and improve customer satisfaction metrics
- Create and maintain support documentation
- Lead support innovation initiatives

**Technical Implementation**:
**Support Tools & Technologies**:

- Design and deploy AI-powered chatbot solutions
- Implement automated ticket routing systems
- Develop self-service knowledge bases
- Integrate omnichannel support platforms
- Optimize CRM and help desk systems

**Advanced Support Technologies**:

- Create conversational AI strategies
- Deploy intelligent virtual assistants
- Implement sentiment analysis tools
- Develop proactive support mechanisms
- Integrate support analytics systems

**Journey Mapping Expertise**:

- Map and maintain B2B and B2C journey maps
- Optimize touchpoints across customer journeys
- Conduct multi-stakeholder journey orchestration
- Implement journey analytics frameworks
- Create experience flows and service blueprints

**Cross-functional Collaboration**:

- Partner with Product, Engineering, Marketing, and Operations
- Align experience strategy with business objectives
- Implement feedback loops across organization
- Translate journey maps into business improvements

**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 in SaaS and ecommerce
- 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