Chief Experience Officer

Company Description OTC LINK LLC is a financial services company headquartered in New York City, operating from 304 Hudson Street. The organization focuses on providing market-linked financial solutions and services in a fast-paced, highly regulated environment. Team members collaborate with financial institutions, partners, and technology providers to support efficient and transparent market operations. OTC LINK LLC values innovation, data-driven decision-making, and client-centric service delivery, offering professionals opportunities to influence product and service experiences. The company fosters a culture of accountability, continuous improvement, and cross-functional collaboration.
Role Description The Chief Experience Officer (CXO) is a full-time remote role responsible for shaping and executing the end-to-end experience strategy for clients, partners, and platform users. This role oversees customer and user experience initiatives across products, services, and digital touchpoints, ensuring consistency, usability, and high satisfaction. Day-to-day responsibilities include defining experience vision and metrics, collaborating with product, technology, operations, and compliance teams, and leading experience design and improvement projects. The CXO will analyze customer journey data, gather stakeholder feedback, and implement strategies to enhance engagement, retention, and brand perception. The role also includes representing the company in public-facing communications related to experience, guiding change management efforts, and mentoring cross-functional teams on experience best practices.
Qualifications
Demonstrated expertise in Customer Experience and User Experience (UX), with the ability to design and optimize end-to-end journeys across digital and service channels.
Proficiency in Strategic Planning, including setting experience vision, defining KPIs, and aligning cross-functional initiatives with business goals.
Strong Project Management skills to lead complex, multi-team initiatives, manage timelines and resources, and deliver measurable experience improvements.
Experience in Public Relations and executive-level communication, including articulating experience strategies to internal and external stakeholders.
Background in financial services or related regulated industries is highly beneficial, with understanding of market structures and compliance considerations.
Proven leadership capabilities, including building and guiding diverse teams, driving change, and influencing senior stakeholders.
Advanced analytical skills to interpret customer data, market research, and performance metrics, and translate insights into actionable strategies.
Bachelor’s degree required; advanced degree in Business, Design, Marketing, or a related field is preferred.
Ability to work effectively in a remote environment, with excellent written and verbal communication skills and strong collaboration habits.

Work arrangement
Yes