Vice President of Customer Experience

Keller Executive Search; Ottawa; On-site; CAD 200,000 - 280,000; Full time

Job summary

An established industry player is seeking a Vice President of Customer Experience to transform the customer journey. In this pivotal role, you will craft and execute a visionary strategy that prioritizes client satisfaction and excellence. Your leadership will foster a customer-centric culture, utilizing insights to drive engagement and elevate brand reputation. With a focus on innovative initiatives, you'll collaborate with senior leadership to ensure alignment with business goals. This role offers a dynamic environment where your contributions will significantly impact the organization’s success and customer loyalty.

Benefits

Dynamic workplace culture

Generous PTO

Flexible hours

Top-tier Medical coverage

Dental coverage

Vision coverage

Modern office

Fully stocked kitchen

Team-building activities

Career advancement opportunities

Qualifications

• 10+ years of experience in customer experience leadership.
• Strong understanding of customer experience frameworks and metrics.

Responsibilities

• Develop and implement a comprehensive customer experience strategy.
• Lead a cross-functional team to enhance customer experience.

Skills

Customer Experience Leadership

Analytical Skills

Problem-Solving

Communication Skills

Interpersonal Skills

Team Management

Education

Bachelor’s degree in Business

MBA

Tools

Customer Experience Technology

Job description

Our client is actively seeking a Vice President of Customer Experience to lead the charge in transforming the customer journey across our organization. In this executive role, you will define and execute a visionary customer experience strategy, ensuring that every contact point reflects our commitment to excellence and client satisfaction.

Your leadership will be essential in cultivating a customer-centric culture and harnessing customer insights to enhance overall engagement. We are looking for a dynamic leader who can drive innovative initiatives and elevate our brand reputation through exceptional customer service.

Key Responsibilities:

1. Develop and implement a comprehensive customer experience strategy aligned with the organization's mission and business objectives.
2. Lead and inspire a cross-functional team dedicated to enhancing the customer experience at every touchpoint.
3. Utilize customer data and insights to drive strategic decisions and inform product and service offerings.
4. Establish key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement.
5. Collaborate with senior leadership and various departments to foster customer-centric practices and ensure alignment with business goals.
6. Monitor industry trends and best practices to integrate innovative customer experience solutions.
7. Engage with customers to understand their needs and expectations, turning feedback into actionable improvements.

Minimum Qualifications:

1. Bachelor’s degree in Business, Marketing, or a related field; an MBA is highly desirable.
2. 10+ years of experience in customer experience leadership, with a proven track record in a senior management role.
3. Strong understanding of customer experience frameworks, methodologies, and metrics.
4. Proven ability to lead strategic initiatives that drive customer loyalty and business growth.
5. Exceptional analytical, problem-solving, and decision-making skills.
6. Outstanding communication and interpersonal skills, with an ability to build strong relationships.
7. Experience managing and mentoring diverse teams effectively.
8. Knowledge of customer experience technology and tools is essential.

Work Perks:

1. Enjoy a dynamic, inclusive workplace culture that values creativity and collaboration.
2. Access to generous PTO, flexible hours, and top-tier Medical, Dental, and Vision coverage.
3. A handsome salary range of $200k to $280k.
4. Work in a sleek, modern office equipped with a fully stocked kitchen and premium coffee.
5. Take part in exciting team-building activities and avenues for career advancement.