VP of Product Experience

Vice President, Product Experience
Location: United States | Full-Time | Remote / Hybrid / On-site
Reports To: Chief Product Officer
About the Role
We are looking for a Vice President, Product Experience to lead the strategy, quality, and continuous improvement of the end-to-end experience users have across the company's products and platforms.
This is a senior leadership role responsible for connecting product strategy, user needs, experience design, product usability, and business objectives. The VP will work closely with executive leadership and partner with Product, Design, Engineering, Operations, Customer Success, Marketing, Compliance, and Risk.
The role requires a combination of product thinking, customer understanding, experience strategy, analytical ability, and cross-functional leadership. You will help establish a consistent product experience, identify opportunities for improvement, and ensure that product decisions reflect both user needs and broader business priorities.
Responsibilities
• Lead the overall product experience strategy across the company's products and digital platforms.
• Define experience principles, standards, frameworks, and priorities that guide product development.
• Partner with Product and Design leadership to improve usability, accessibility, consistency, and overall product quality.
• Analyze customer behavior, feedback, product data, support trends, and market research to identify experience improvement opportunities.
• Map and evaluate end-to-end user journeys across onboarding, product usage, transactions, support, and other key interactions.
• Identify friction points, usability issues, process gaps, and opportunities to simplify the user experience.
• Establish product experience KPIs, measurement frameworks, dashboards, and executive reporting.
• Work closely with Product Management to incorporate customer and experience insights into product roadmaps and prioritization.
• Partner with Engineering and Technology teams to ensure experience requirements are translated effectively into product delivery.
• Collaborate with Customer Service and Customer Success teams to identify recurring user issues and improve product-related processes.
• Work with Marketing and Business Development to ensure product positioning and user expectations are aligned with the actual product experience.
• Partner with Compliance, Risk, and Legal to ensure product experiences incorporate appropriate controls and requirements without unnecessary friction.
• Lead cross-functional initiatives focused on improving product adoption, engagement, satisfaction, retention, and overall experience quality.
• Establish research and feedback programs to continuously understand user needs and changing expectations.
• Develop executive-level reports covering product experience performance, customer insights, major issues, and improvement priorities.
• Conduct competitive and market analysis to identify experience trends and opportunities for differentiation.
• Establish governance processes for experience standards, major experience changes, and cross-functional product initiatives.
• Drive continuous improvement across product discovery, design, development, launch, and post-launch optimization.
• Build, lead, and develop a high-performing product experience organization as the company grows.
• Maintain a high standard of customer focus, product quality, usability, analytical rigor, and execution.
What We're Looking For
We are looking for an experienced product and experience leader who understands how product decisions, customer needs, design, technology, and business performance connect. You should be comfortable working with senior executives and leading complex initiatives across Product, Design, Engineering, and customer-facing functions.
The strongest candidates will typically have:
• 20+ years of progressive experience in product management, product experience, UX, customer experience, product strategy, or a related field.
• Significant senior leadership experience overseeing product experience, product strategy, UX, or customer-facing product functions.
• Demonstrated experience developing product experience strategies, experience frameworks, user journeys, and product improvement programs.
• Strong understanding of product lifecycle management, UX principles, customer research, usability, and digital product development.
• Experience establishing product and experience KPIs, dashboards, feedback systems, and performance measurement frameworks.
• Strong analytical capabilities and the ability to translate user behavior, customer feedback, and product data into actionable recommendations.
• Demonstrated ability to lead cross-functional initiatives involving Product, Design, Engineering, Operations, Marketing, Customer Success, and other teams.
• Strong understanding of customer segmentation, user journeys, product adoption, engagement, retention, and satisfaction.
• Excellent communication, presentation, stakeholder management, and executive influencing skills.
• Strong project and program management capabilities with the ability to manage multiple strategic initiatives simultaneously.
• Commercial judgment and the ability to balance user needs, product priorities, technical constraints, operational requirements, and business objectives.
• Experience building teams, processes, standards, and organizational capabilities in a growing company.
• Ability to operate effectively in a fast-moving environment with evolving customer expectations and business priorities.
• Bachelor's degree in Business, Design, Technology, Marketing, Human-Computer Interaction, Psychology, or a related field required. MBA or other relevant advanced qualifications are a plus.
Experience in financial services, fintech, banking, brokerage, trading, payments, technology, or digital assets is a plus, but it is not required.
We are also interested in candidates from SaaS, enterprise technology, consumer technology, e-commerce, B2B platforms, and other digital product 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 for leadership meetings, product planning, user research, team development, industry events, and strategic business activities.
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