Chief Guest Experience & Culture Officer

Addison Group; Phoenix (AZ); On-site; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Parental leave

Job summary

Addison Group is seeking a senior leader to own our customer experience strategy and drive a differentiated, high-touch journey. You will design service standards, build a scalable CX team, and shape programs that create belonging for customers and employees alike.

You will partner with the Founder and executive team to align culture with customer outcomes, then translate feedback into actionable improvements across the organization.

Qualifications

• 10+ years in customer/guest/member experience or high-touch service environments.
• Proven track record building and scaling teams, processes & infra in growth contexts.
• Experience creating a customer-obsessed culture and embedding service mindset.
• Experience leading customer-facing teams with clear service standards, training, and performance expectations.
• Ability to foster belonging, recognition, and loyalty among customers or employees.
• Strong emotional intelligence and interpersonal skills; warm, empathetic, approachable.
• Strong problem-solving with ownership mindset in fast-paced growth environments.
• Ability to operate independently, make quick decisions, and influence broadly.
• Experience in luxury hospitality, private membership, premium brands, wellness, or similar high-touch settings.

Responsibilities

• Own the overall customer experience strategy across the journey to establish a differentiated, high-touch model.
• Define and implement service standards that deliver warm, empathetic, personalized experiences.
• Build, lead, and scale the customer-care organization, including phone and digital/text support.
• Develop structure, hiring strategy, training programs, and operating processes for CX teams.
• Serve as senior escalation point for complex issues while empowering frontline staff to resolve them.
• Establish scalable processes, systems, and infrastructure to grow customer care.
• Develop programs for belonging, recognition, status, and community differentiation.
• Extend belonging and recognition through employee experience and culture initiatives.
• Translate company values into tangible behaviors, service standards, and leadership expectations.
• Partner with Founder and executive team to shape culture and CX strategy.
• Identify journey improvements from feedback and trends to drive operational enhancements.

Skills

CX experience

Team leadership

Customer culture

Service standards

Belonging

Emotional intelligence

Problem solving

Decision making

Resilience

Luxury hospitality

Job description

Addison Group is seeking a senior leader to own our customer experience strategy and drive a differentiated, high-touch journey. You will design service standards, build a scalable CX team, and shape programs that create belonging for customers and employees alike.

You will partner with the Founder and executive team to align culture with customer outcomes, then translate feedback into actionable improvements across the organization.