Head, Customer Experience

About the role

The Head of Customer Experience will shape and execute the organization’s CX strategy, ensuring seamless end‑to‑end journeys that drive retention, adoption, and growth. Reporting to senior leadership, this role partners across functions to deliver exceptional outcomes for enterprise customers.

Key responsibilities

• Develop and implement a comprehensive customer experience strategy.
• Design, optimize and own end‑to‑end customer journeys from onboarding through renewal.
• Lead retention, adoption and loyalty initiatives to maximize customer lifetime value.
• Establish Voice of Customer (VoC) programs and translate insights into actionable improvements.
• Monitor customer satisfaction, service quality, and SLA performance.
• Build and maintain executive‑level relationships with key accounts.
• Collaborate with Sales, Product, Marketing and Service Delivery teams to enhance outcomes.
• Lead, mentor and develop high‑performing, customer‑facing teams.
• Drive customer advocacy, account growth and expansion opportunities.

Required profile

• Bachelor’s degree in Business Administration, Marketing, IT, Computer Science or related field.
• MBA or Master’s in Customer Experience Management or Strategic Management is a plus.
• 10–15 years progressive experience in Customer Experience, Customer Success, Service Delivery or Account Management.
• 5–8 years in a senior leadership role managing customer‑facing teams.
• Proven experience within Technology Solutions or IT Services environments.
• Experience managing enterprise customer portfolios and transformation initiatives.

Required skills