Head of Customer Experience & Transformation

thehivecareers.co; San Juan (PR); On-site; USD 180,000 - 320,000; Full time

Job summary

thehivecareers.co is seeking a Chief Experience Officer (CXO) to develop and execute a comprehensive customer, client, employee, and stakeholder experience strategy. You will build a customer-centric culture, strengthen relationships, and ensure seamless experiences across insurance and investment products and services.

The role leads CX, service delivery, and experience transformation, partnering with business, operations, technology, sales, marketing, claims, underwriting, and investment teams

Qualifications

• Bachelor's degree in business, admin, or related field.
• MBA preferred for advanced strategy and leadership.
• 10–15+ years in customer experience, service or transformation.
• 5+ years in senior leadership or executive roles.
• Experience in regulated financial services preferred.
• Strong knowledge of CRM, NPS/CSAT and service quality.

Responsibilities

• Develop and execute an enterprise-wide CX strategy aligned with business goals.
• Lead CX, service delivery, engagement, and transformation initiatives.
• Collaborate with operations, technology, sales, marketing, and risk teams.
• Map and optimize end-to-end customer journeys across channels.
• Improve satisfaction, loyalty, retention, and lifetime value.
• Define SLAs, monitor KPIs, and report to the CEO and Board.

Skills

Leadership

Strategic thinking

Stakeholder management

Customer experience

Cross-functional leadership

Education

Bachelor's degree in Business Administration or related

MBA preferred

Tools

CRM software

NPS/CSAT analytics

Job description

thehivecareers.co is seeking a Chief Experience Officer (CXO) to develop and execute a comprehensive customer, client, employee, and stakeholder experience strategy. You will build a customer-centric culture, strengthen relationships, and ensure seamless experiences across insurance and investment products and services.

The role leads CX, service delivery, and experience transformation, partnering with business, operations, technology, sales, marketing, claims, underwriting, and investment teams