Vice President of Customer Experience

Vice President, Customer Experience
Location: United States | Full-Time | Remote / Hybrid / On-site
Reports To: Chief Operating Officer
About the Role
We are looking for a Vice President, Customer Experience to lead the organization’s customer experience strategy and ensure that every major customer interaction is consistent, intuitive, efficient, and aligned with the company’s business objectives.
This is a senior leadership role responsible for understanding the end-to-end customer journey, identifying friction points, improving customer interactions, establishing experience standards, and coordinating cross-functional initiatives that strengthen the overall customer experience.
You will work closely with executive leadership and partner across Product, Customer Service, Customer Success, Operations, Technology, Marketing, Business Development, Compliance, and Risk. The role will have significant influence over customer journey design, experience standards, customer feedback programs, service processes, product usability, and experience measurement.
The ideal candidate combines strong customer experience leadership with operational discipline, analytical thinking, customer insight, and the ability to drive meaningful improvements across multiple business functions.
Responsibilities
• Lead the overall Customer Experience function and establish a company-wide customer experience strategy.
• Define and continuously improve the end-to-end customer journey across acquisition, onboarding, product usage, support, account management, and ongoing engagement.
• Identify customer pain points, friction points, service gaps, process inefficiencies, and opportunities to improve the overall customer experience.
• Develop customer journey maps, experience standards, service principles, and customer interaction frameworks across key touchpoints.
• Establish customer experience KPIs and measurement frameworks, including customer satisfaction, customer effort, retention, engagement, feedback trends, and other relevant indicators.
• Develop structured programs for collecting, analyzing, and acting on customer feedback across digital and human customer interactions.
• Analyze customer feedback, complaints, support data, product usage, surveys, and behavioral data to identify recurring experience issues.
• Partner closely with Product and Technology teams to improve platform usability, customer workflows, digital experiences, and self-service capabilities.
• Work with Customer Service and Customer Success teams to identify opportunities to improve service quality, customer communication, escalation processes, and relationship management.
• Collaborate with Marketing and Business Development teams to ensure customer-facing messaging and experiences remain consistent across the customer lifecycle.
• Partner with Operations, Compliance, and Risk to identify customer-impacting process requirements and develop solutions that balance customer experience with appropriate controls.
• Establish customer experience standards for major customer-facing processes, including onboarding, account management, issue resolution, product adoption, and customer communications.
• Lead cross-functional customer experience improvement initiatives and establish clear ownership, priorities, timelines, and performance measures.
• Develop customer segmentation and experience strategies that account for different customer needs, behaviors, and levels of engagement.
• Establish customer feedback loops that ensure insights are communicated to relevant business and product teams and incorporated into decision-making.
• Monitor customer experience trends and benchmark performance against relevant industry standards and customer expectations.
• Develop executive-level customer experience dashboards, reports, insights, and recommendations for senior leadership.
• Identify opportunities to simplify customer processes, reduce unnecessary friction, improve response quality, and increase operational efficiency.
• Support the development and implementation of customer experience technology, analytics platforms, CRM capabilities, survey tools, and automation.
• Establish governance for major customer experience initiatives and ensure improvements are implemented consistently across departments.
• Develop training, education, and internal awareness programs that help employees understand customer expectations and experience standards.
• Build, lead, and develop a high-performing Customer Experience organization as business requirements expand.
• Promote a strong culture of customer focus, continuous improvement, accountability, and cross-functional collaboration.
What We're Looking For
We are looking for a senior customer experience leader who can combine customer insight with operational execution and influence meaningful improvements across the organization.
The strongest candidates will typically have:
• 20+ years of progressive experience in customer experience, customer operations, customer success, service strategy, product experience, or a related field.
• Significant senior leadership experience as a VP of Customer Experience, Head of Customer Experience, Chief Customer Officer, Director of Customer Experience, or equivalent role.
• Demonstrated experience developing and implementing customer experience strategies across complex customer journeys and multiple business functions.
• Strong understanding of customer journey management, experience design, customer feedback, service quality, customer behavior, and experience measurement.
• Experience developing customer experience KPIs, dashboards, survey programs, journey analytics, and performance measurement frameworks.
• Demonstrated experience identifying customer friction points and leading cross-functional initiatives to improve processes, products, and customer interactions.
• Strong analytical skills and experience using customer data, behavioral insights, surveys, CRM information, and operational data to support business decisions.
• Experience working closely with Product, Technology, Customer Service, Customer Success, Operations, Marketing, and Business Development teams.
• Strong understanding of digital customer experiences, online platforms, mobile or web products, self-service capabilities, and customer-facing technology.
• Experience developing customer journey maps, service standards, customer feedback systems, and experience improvement programs.
• Strong project and change management skills, with the ability to lead complex initiatives across multiple departments.
• Excellent communication and presentation skills, with the ability to translate customer insights into clear recommendations for executive leadership.
• Strong commercial judgment and understanding of how customer experience can influence retention, engagement, operational efficiency, and long-term business value.
• Experience managing and developing customer experience leaders and cross-functional teams.
• Bachelor's degree in Business, Marketing, Communications, Management, Psychology, Design, or a related field preferred.
Experience in cryptocurrency, digital assets, financial services, fintech, payments, brokerage, trading, banking, or other technology-driven industries is a plus, but it is not required.
We are also interested in candidates from SaaS, technology, e-commerce, financial services, telecommunications, marketplaces, consulting, and other customer-centric organizations.
Location and Work Arrangement
This position is based in the United States. The company offers remote, hybrid, and on-site working arrangements depending on the individual, location, and business needs.
Travel may be required as needed for leadership meetings, customer research, strategic planning, team meetings, conferences, and industry events.
Compensation and Benefits
The company offers a competitive executive compensation package, including:
• Competitive executive base salary
• Annual performance-based incentive
• Equity appreciation opportunities
• 401(k) retirement benefits
• Medical, dental, and vision insurance
• Paid time off and company holidays
• Professional development and industry training
• Reimbursement for approved business travel
Final compensation will depend on experience, qualifications, and the scope of the role.

Work arrangement
Yes