Vice President of Customer Experience

Role Description The Vice President of Customer Experience is a full-time remote role responsible for leading customer experience strategy and execution across Global Health Impact Network & Funds. This role oversees the design and continuous improvement of member and customer journeys, ensuring high levels of satisfaction, engagement, and retention. Day-to-day responsibilities include analyzing customer feedback and behavior data, developing and implementing customer experience initiatives, and collaborating with cross-functional teams such as product, marketing, operations, and technology to align experiences with organizational goals. The Vice President will build and mentor customer-facing teams, establish performance metrics, and implement best practices in customer service and support. This role also involves presenting insights and recommendations to senior leadership, driving strategic planning around customer experience, and championing a customer-centric culture throughout the organization.
Qualifications
Strong customer-focused capabilities, including Customer Experience, Customer Satisfaction, and Customer Service skills.
Demonstrated ability in Strategic Planning, with experience designing and executing customer experience strategies aligned to organizational goals.
Advanced Analytical Skills, including the ability to interpret qualitative and quantitative data, develop insights, and translate findings into actionable initiatives.
Previous leadership experience in customer experience, customer success, or related roles, preferably within healthcare, digital health, or technology-driven environments.
Excellent communication, collaboration, and stakeholder management skills, with the ability to influence at executive and cross-functional levels.
Proven track record of building and leading high-performing teams in remote or distributed settings.
Experience with customer feedback tools, CRM platforms, and data analytics solutions is highly beneficial.
Bachelor’s degree in business, healthcare administration, communications, or a related field; an advanced degree is a plus.

Skills
Data Analysis, CRM, Customer Success

Experience
10+ yrs

Work arrangement
Yes