Vice President, Customer Experience

MOO; East Providence (RI); On-site; USD 250,000 - 350,000; Full time

Job summary

MOO is seeking a VP of Customer Experience to lead the growth of Managed Services, oversee Customer Service and Revenue Operations, and set a differentiated end-to-end customer journey across the US, UK and South Africa. Reporting to the Chief Commercial Officer, you will guide a ~120-person organization and define the CX strategy and capabilities for the business.

You will determine where human interaction adds value and where AI, automation and self-service should play a greater role, while

Qualifications

• Exceptional strategic thinker with ability to turn ambiguity into clear strategy.
• Customer-obsessed mindset translating insights into strategic changes.
• Ability to identify growth opportunities using segmentation, economics and market data.
• Proven capability to lead senior functional leaders and drive cross-functional alignment.
• Excitement for how technology and AI reshape the customer experience.

Responsibilities

• Grow Managed Services revenue through acquisition, retention and expansion.
• Define target customers, industries and segments for growth.
• Develop propositions, strategy and capabilities to win high-value customers.
• Determine where human interaction adds value vs AI/self-service.
• Align Demand Generation, Sales Enablement and lead generation with growth strategy.
• Define differentiated CX and the principles underpinning it.
• Identify gaps across end-to-end customer journey and own CX roadmap.
• Drive actions across the business with customer insight and measurement.
• Own the strategy for Customer Service and its contribution to loyalty.
• Build Revenue Operations capabilities including data, systems and enablement.
• Leverage data, technology and AI to improve sales and service effectiveness.

Skills

Strategic thinking

Customer obsession

Growth strategy

Leadership of senior leaders

Cross-functional collaboration

AI and CX technology

Job description

At MOO, we believe Customer Experience can be a genuine point of difference - and an important driver of how we grow.

We’re looking for a VP, Customer Experience to lead the next evolution of our customer and commercial strategy. This role will own the growth of our Managed Services business, lead our Customer Service and Revenue Operations organisations, and set the strategy for how we create a differentiated MOO experience across the end-to-end customer journey.

Reporting to our Chief Commercial Officer, you’ll lead an organisation of approximately 120 people across the US, UK and South Africa, with senior leaders across Sales, Customer Service and Revenue Operations.

What You’ll Do

Grow Managed Services

You’ll own the strategy and performance of MOO’s Managed Services business.

• Deliver Managed Services revenue growth through customer acquisition, retention and expansion.
• Define the target customers, industries and segments where MOO should focus.
• Develop the proposition, strategy and capabilities required to win and grow high-value customers.
• Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
• Ensure Demand Generation, Sales Enablement and lead generation support the growth strategy.

Make Customer Experience a MOO Point of Difference

You’ll own and lead MOO’s end-to-end Customer Experience strategy and capability.

• Define what a differentiated MOO experience should be and the principles that underpin it.
• Identify the biggest gaps and opportunities across the end-to-end customer journey.
• Own the cross-functional CX roadmap and drive action across the business
• Build customer insight and measurement into how MOO prioritises and makes decisions.

Lead and Evolve Customer Service

You’ll own the performance and future direction of Customer Service.

• Ensure Customer Service delivers strong customer, operational and cost outcomes.
• Own the strategy for the Service organisation, including how Service contributes to MOO’s premium experience and customer loyalty.
• Determine where human interaction creates value and where AI, automation and self-service should play a greater role.
• Ensure Service insight drives improvements beyond the Service team.

Build the Commercial Capabilities to Deliver the Strategy

You’ll own Revenue Operations, including customer systems, Managed Services Demand Generation and Sales Enablement.

• Ensure our systems, partners,, data and processes enable effective customer management and growth.
• Build the Demand Generation capability required to create the right Managed Services pipeline.
• Ensure Sales teams have the tools, insight, processes and enablement required to perform.
• Use data, technology and AI to improve Sales and Service effectiveness.

About You

• You’re an exceptional strategic thinker. You can take a complex, ambiguous problem, work out what really matters and turn it into a clear strategy and set of choices. You’re highly numerate and use data and customer insight to get to the answer.
• You are genuinely customer obsessed. You instinctively look at the business through the customer’s eyes and have experience turning customer insight into changes in strategy, proposition, product, experience or operations.
• You know how to find and shape opportunities for growth. You can think strategically about where to play and how to win, using customer needs, segmentation, economics and market opportunity to develop a compelling growth strategy.
• You can lead strong, experienced functional leaders. You know when to challenge, when to coach and when to get out of the way, and can add strategic value without needing to be the deepest expert in Sales, Service or RevOps yourself.
• You are exceptional at leading across organisational boundaries. You can create alignment, influence senior peers and drive meaningful change across teams you don't directly control, while bringing people with you.
• You are excited by how technology and AI can reshape the customer experience. You can think strategically about where human interaction creates real value and where technology, automation and AI can make the experience better, simpler and more scalable.