Overview
Vice President Customer Experience Jobs in United States at Expert Dental Group
Title: Vice President Customer Experience
Company: Expert Dental Group
Location: United States
Vice President of Customer ExperienceLocation
United States (Remote / Hybrid Available)
Employment Type
Full-Time
About the Role
We are seeking an experienced and customer-focused Vice President of Customer Experience to lead and enhance our overall customer journey and service strategy. This executive leadership role is responsible for driving customer satisfaction, retention, engagement, and operational excellence across all customer touchpoints.
The ideal candidate will possess strong leadership capabilities, strategic thinking, and extensive experience building customer-centric programs within fast-paced and growth-oriented organizations.
Key Responsibilities
- Develop and execute the company’s overall customer experience strategy and vision
- Lead initiatives focused on improving customer satisfaction, loyalty, retention, and engagement
- Analyze and optimize end-to-end customer journeys across all channels and platforms
- Collaborate closely with product, marketing, operations, sales, and customer support teams to ensure a seamless customer experience
- Establish customer experience KPIs, reporting frameworks, and performance measurement systems
- Utilize customer feedback, surveys, analytics, and operational data to drive continuous improvements
- Oversee escalation management, service quality initiatives, and customer advocacy programs
- Build and mentor high-performing customer experience and customer success teams
- Implement operational improvements and scalable customer engagement processes
- Support digital transformation initiatives and omnichannel customer experience strategies
- Ensure alignment between customer expectations and company objectives
- Foster a customer-centric culture focused on empathy, responsiveness, and continuous improvement
Qualifications
- Bachelor’s degree in Business Administration, Marketing, Communications, Operations, or related field preferred
- 20+ years of leadership experience in customer experience, customer success, customer operations, or service management
- Proven experience building and scaling customer experience programs within enterprise or high-growth environments
- Strong understanding of customer journey mapping, CX analytics, retention strategies, and operational processes
- Experience managing cross-functional teams and enterprise customer initiatives
- Excellent leadership, communication, presentation, and stakeholder management skills
- Strong analytical thinking and data-driven decision-making abilities
- Experience in technology, SaaS, healthcare, finance, consulting, or enterprise services industries preferred
Preferred Skills
- Customer experience strategy development
- Customer journey optimization
- Customer retention and engagement programs
- Operational excellence and process improvement
- Cross-functional leadership and collaboration
- Customer analytics and reporting
- Omnichannel experience management
- Team development and performance management
Preferred Platforms & Tools
- Salesforce
- Zendesk
- HubSpot
- Qualtrics
- Gainsight
- Tableau
- Microsoft Dynamics
- Google Analytics
What We Offer
- Competitive executive compensation package
- Performance-based bonus opportunities
- Flexible remote/hybrid work environment
- Career advancement within a rapidly growing organization
- Collaborative and customer-focused leadership culture
- Opportunity to shape and scale enterprise customer experience strategy
Apply Now
We are seeking a visionary customer experience executive who can strengthen customer relationships, drive customer-centric innovation, and lead transformational initiatives that elevate the overall customer journey and long-term business success.