VP of Customer Experience & Growth Strategy

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

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