VP of Customer Experience (CX)

VP of Customer Experience (CX) CUSTOMER & COMMERCIAL About Us Integral Creative Solutions (ICS) is a retained executive search and staffing firm that partners with high-growth and enterprise organizations to identify, attract, and place the senior leadership talent that drives their next stage of scale. On behalf of a confidential client, we are conducting this search. This is an opportunity to join a well-resourced leadership team and make an outsized, measurable impact from day one. The Role We are looking for a VP of Customer Experience to own the end-to-end customer journey and elevate satisfaction, loyalty, and lifetime value across every touchpoint. You will define the CX strategy, unify the voice of the customer, and lead the teams and systems that turn customer insight into measurable business outcomes. What You’ll Do ● CX Strategy: Own the end-to-end customer experience strategy across the full customer journey and all channels. ● Voice of Customer: Build the VoC program — surveys, NPS/CSAT, journey mapping, and closed-loop feedback. ● Journey Design: Identify friction points and lead cross-functional initiatives to improve key journey moments. ● Team Leadership: Build and lead CX, support, and success functions to deliver a consistent, high-quality experience. ● Metrics: Own CX KPIs (NPS, CSAT, CES, retention) and tie experience improvements to business results. ● Cross-Functional: Partner with product, marketing, and operations to embed a customer-first mindset. What We’re Looking For ● Experience: 10+ years in customer experience, service, or success, with 4+ years in leadership. ● CX Discipline: Proven track record designing and scaling CX programs that move loyalty and retention. ● Voice of Customer: Deep experience with VoC methodologies, journey mapping, and closed-loop feedback. ● Analytical: Strong command of CX metrics and the ability to translate insight into action. ● Team Building: Experience building and leading customer-facing teams at scale. ● Communication: Excellent communication and executive-influence skills. ● Education: Bachelor's required; MBA a plus. Bonus Points ● Systems: Experience with CX platforms (Qualtrics, Medallia) and CRM. ● Transformation: Experience leading customer-centric transformation. ● Industry: CX experience in the client's markets. ● Digital: Digital and omnichannel experience design. Compensation & Benefits We believe in paying top-of-market rates for top-tier talent. The base salary range for this role is $345,000 to $460,000, with exact placement determined by your skills, years of experience, and interview performance. Additional Benefits: ● Equity: Competitive equity / long-term incentive package. ● Work Setup: Flexible work arrangement with a home-office stipend where applicable. ● Health: Comprehensive medical, dental, and vision insurance. ● Time Off: Flexible PTO policy + Company Holidays. ● Growth: Annual learning and development budget. ● Retirement: 401(k) matching plan.