Customer Experience VP

Job Summary

A company is looking for a VP Customer Experience & Customer Support.

Key Responsibilities

• Define desired customer experience and ensure consistency across all touchpoints
• Lead customer journey mapping and oversee day-to-day operations of customer support teams
• Analyze customer feedback and support data to drive actionable insights and track key CX and support KPIs

Required Qualifications

• At least ten years of experience in customer success and/or customer support, preferably in educational publishing/technology
• Bachelor's degree required
• Strong understanding of CX frameworks, journey mapping, and service design
• Proven record of cross-functional collaboration and stakeholder management
• Experience managing people and coaching employees