Vice President of Customer Experience

Role Description The Vice President of Customer Experience is a full-time remote role responsible for shaping and leading Webnix Global’s end-to-end customer journey. This role oversees customer experience strategy, establishes performance metrics, and aligns cross-functional teams to consistently deliver high-quality service and support. Day-to-day responsibilities include analyzing customer feedback and data, identifying experience gaps, and implementing initiatives that improve satisfaction, retention, and loyalty. The Vice President will collaborate with leadership, product, marketing, and operations to design customer-centric processes, define service standards, and ensure consistent execution across all touchpoints. This role will also mentor and develop customer-facing teams, champion best practices, and serve as a key voice for customers in strategic decision-making.

Qualifications

• Strong customer-focused background, including Customer Experience, Customer Satisfaction, and Customer Service skills.
• Advanced Analytical Skills to interpret customer data, identify trends, and drive evidence-based decisions.
• Proven Strategic Planning experience in designing and executing customer experience initiatives at scale.
• Demonstrated leadership in managing and developing high-performing, remote or distributed teams.
• Excellent communication, collaboration, and stakeholder management skills across business and technical groups.
• Experience in digital services, SaaS, or technology-driven environments is highly beneficial.
• Bachelor’s degree in Business, Marketing, Communications, or a related field; an advanced degree is a plus.
• Track record of improving key customer metrics such as NPS, CSAT, retention, and lifetime value.