VP, AI-Driven Customer Experience

Nter Talent; New York (NY); On-site; USD 216,000 - 264,000; Full time

Job summary

Nter Talent is supporting a leading technology-driven eCommerce business with the appointment of a VP, Customer Service & Experience. This senior leader will build and lead the global customer experience function, leveraging AI, analytics and cross-functional teams to transform service delivery and customer satisfaction.

The role reports to the Chief Transformation Officer and offers significant exposure to the C-suite as you shape strategy, operating models and technology roadmaps for

Qualifications

• 10+ years of relevant professional experience, ideally within eCommerce, delivery, grocery, retail or another high-frequency consumer business.

Responsibilities

• Act as the voice of the customer and help the C-suite define and execute the customer experience strategy.
• Establish and manage the key measures of customer experience, including satisfaction following every customer interaction and the frequency with which customers need to contact the business.
• Lead monthly reviews of customer complaints and contact drivers with Operations, Delivery, Product and Marketing, ensuring root causes are identified and addressed.
• Introduce an “andon cord” process to centrally identify issues that could impact a customer’s order, ensuring customers are proactively informed.
• Develop and implement a segmented customer service model across residential, corporate and business drop-ship customers.
• Develop premium service levels and policies for the highest-value customer segments.
• Lead the deployment of AI across customer service, including AI-powered agents, automated resolution of routine enquiries, AI contact tagging and tools designed to improve agent effectiveness.
• Establish clear quality controls and performance measures around the use of AI within customer service.
• Benchmark the organization against leading customer service and CX organizations across grocery, eCommerce, delivery and other high-frequency consumer businesses.
• Build, lead and develop a high-performing senior customer experience team.
• Manage outsourced service partners against clearly defined targets for resolution, satisfaction, quality and efficiency.
• Partner with Product and Engineering teams to define and deliver the contact center and customer service technology roadmap.
• Use customer data and analytics to identify contact drivers, customer behaviors and opportunities to improve retention and satisfaction.
• Work cross-functionally to reduce avoidable customer contacts and address operational issues impacting the customer experience.
• Drive continuous improvement across customer service processes, systems, policies and performance.

Skills

Customer service leadership

CX operations

AI in CS

NPS/CSAT improvement

Outsourced partner mgmt

CRM platforms

Executive stakeholder mgmt

Education

Bachelor’s degree

MBA advantageous

Tools

Salesforce Service Cloud

Zendesk

Genesys

Job description

Nter Talent is supporting a leading technology-driven eCommerce business with the appointment of a VP, Customer Service & Experience. This senior leader will build and lead the global customer experience function, leveraging AI, analytics and cross-functional teams to transform service delivery and customer satisfaction.

The role reports to the Chief Transformation Officer and offers significant exposure to the C-suite as you shape strategy, operating models and technology roadmaps for