Senior VP, Customer Experience & Growth

Publicis Groupe; New York (NY); On-site; USD 180,000 - 300,000; Full time

Benefits offered by this job

Medical coverage

Dental insurance

Vision care

401(k) program

Parental leave

Family care leave

Job summary

Publicis Groupe seeks an outstanding Senior Vice President of Customer Experience to shape insights-led growth across the agency and client portfolio in the US. Reporting to executive leadership, this role defines the CX vision, builds high‑performing teams, and partners with cross-functional leaders to translate insights into measurable business impact.

You will lead with a customer-first mindset, drive strategic initiatives, and represent CX through thought leadership and industry engagement

Qualifications

• Proven executive leadership experience building and leading strategic, cross-functional teams.
• Demonstrated success advising senior clients and influencing business strategy.
• Deep expertise in customer insights, research, experience strategy, and integrated marketing.
• 15+ years of experience in customer experience, insights, strategy, or marketing.
• 8+ years leading teams and developing organizational capabilities.
• Agency and healthcare/pharmaceutical experience preferred.

Responsibilities

• Define the vision, strategy, and long-term evolution of the Customer Experience team.
• Establish best practices, frameworks, and methodologies that elevate strategic thinking across the brand.
• Champion a customer-first mindset and ensure insights are translated into actionable business and brand strategies.
• Represent the CX discipline internally and externally through thought leadership, innovation, and industry engagement.
• Serve as the executive strategic advisor to senior clients and internal leadership.
• Guide teams in uncovering customer, market, and business insights that inform integrated marketing and experience strategies.
• Partner with Capability and Client leaders to ensure strategic alignment across disciplines.
• Identify emerging trends, technologies, and research approaches that strengthen client recommendations.
• Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and high-performing culture.
• Build organizational capability through coaching, succession planning, and talent development.
• Participate in recruiting, workforce planning, and capability growth initiatives.
• Contribute to agency growth through organic expansion, new business development, and strategic client partnerships.
• Partner with executive leadership to identify new service offerings and opportunities to expand Customer Experience capabilities.
• Support business development efforts by leading strategic responses, presentations, and client engagements.

Skills

Executive leadership

Senior client advisory

Customer insights

Experience strategy

Integrated marketing

Healthcare/Pharma experience

Job description

Publicis Groupe seeks an outstanding Senior Vice President of Customer Experience to shape insights-led growth across the agency and client portfolio in the US. Reporting to executive leadership, this role defines the CX vision, builds high‑performing teams, and partners with cross-functional leaders to translate insights into measurable business impact.

You will lead with a customer-first mindset, drive strategic initiatives, and represent CX through thought leadership and industry engagement