About the Opportunity
We are seeking an innovative and customer-focused Chief Experience Officer (CXO) to lead the organization’s enterprise-wide experience strategy across customers, employees, products, services, and digital touchpoints. This executive leader will be responsible for creating cohesive, differentiated, and measurable experiences that strengthen loyalty, engagement, brand reputation, and long-term business value.
The Chief Experience Officer will work closely with the CEO and Executive Leadership Team while partnering with Product, Marketing, Customer Success, Operations, Human Resources, Technology, Sales, and Strategy leaders. The role will establish experience standards, identify friction across the customer and employee journey, and drive transformational initiatives that place experience at the center of business strategy.
The ideal candidate is a visionary executive with extensive experience in customer experience, digital transformation, brand strategy, product experience, or organizational experience. Strong business acumen, executive presence, analytical capabilities, and the ability to lead enterprise-wide change are essential.
Essential Duties and Responsibilities
- Develop and execute an enterprise-wide customer and employee experience strategy.
- Establish a unified experience vision aligned with corporate strategy and growth objectives.
- Lead initiatives across customer experience, employee experience, digital experience, and product experience.
- Analyze customer journeys and identify opportunities to eliminate friction and improve engagement.
- Establish experience standards, governance frameworks, and performance measurement systems.
- Partner with Product and Technology teams to improve digital products, platforms, and customer journeys.
- Collaborate with Marketing and Brand teams to ensure consistent experiences across customer touchpoints.
- Work with Human Resources and leadership teams to strengthen employee experience and organizational culture.
- Establish experience KPIs such as customer satisfaction, NPS, retention, engagement, conversion, and lifetime value.
- Use customer research, behavioral data, analytics, and market insights to guide experience strategy.
- Lead enterprise-wide transformation initiatives focused on experience improvement.
- Build and manage strategic relationships with experience technology providers, agencies, and partners.
- Present experience strategy, performance metrics, and transformation priorities to the Board and Executive Leadership.
- Establish investment priorities and budgets for experience initiatives.
- Recruit, develop, and lead high-performing experience, design, research, and strategy teams.
- Promote a culture centered on customer empathy, innovation, accountability, and continuous improvement.
Job Qualifications and Requirements
- Bachelor’s degree in Business Administration, Marketing, Design, Psychology, Communications, Technology, or a related field.
- Master’s degree or MBA strongly preferred.
- 15+ years of progressive experience in customer experience, digital transformation, product strategy, brand experience, consulting, or related disciplines.
- 7+ years of executive or senior leadership experience.
- Demonstrated success leading enterprise-wide experience transformation initiatives.
- Strong understanding of customer journey mapping, service design, UX, CX analytics, and digital experience.
- Experience managing multidisciplinary teams across multiple business functions.
- Strong financial and commercial understanding with experience managing significant strategic budgets.
- Proven ability to influence CEOs, executive teams, boards, and other senior stakeholders.
- Strong knowledge of experience analytics, CRM, customer research, and digital experience technologies.
Personal Capabilities and Qualifications
- Visionary and transformational leadership style.
- Exceptional customer-centric mindset.
- Strong executive presence and communication skills.
- Outstanding strategic and commercial judgment.
- Excellent analytical and problem-solving capabilities.
- Ability to influence without relying solely on organizational authority.
- Strong understanding of human behavior and customer needs.
- Highly collaborative and cross-functional leadership approach.
- Comfortable managing complex organizational change.
- Strong innovation mindset and willingness to challenge conventional approaches.
- High level of integrity, accountability, and emotional intelligence.
Strategic Support
The Chief Experience Officer serves as the organization’s senior executive advocate for experience excellence. This leader ensures that customer and employee perspectives are incorporated into strategic planning, product development, operational decisions, and organizational transformation.
By connecting customer insights, employee engagement, digital innovation, product experience, and business performance, the CXO creates a unified experience strategy that can strengthen retention, brand loyalty, productivity, revenue, and long-term enterprise value.
Working Conditions
- Fully Remote executive position within the United States.
- Flexible executive schedule with availability for leadership meetings and strategic initiatives.
- Frequent collaboration with C-suite executives, Board members, customers, employees, and distributed teams.
- Occasional domestic and international travel for executive meetings, customer engagements, leadership retreats, and industry events.
- Company-provided executive technology, analytics platforms, collaboration systems, and professional development resources.
Job Function
The Chief Experience Officer is responsible for leading enterprise-wide customer, employee, digital, and product experience strategy. The role establishes experience standards, drives transformation, measures experience performance, and ensures the organization consistently delivers meaningful and differentiated experiences.
Compensation & Benefits
Compensation Package: $400,000 – $600,000 annually, based on executive experience, organizational scale, industry expertise, strategic responsibilities, and overall qualifications.
Our comprehensive executive benefits package includes:
- Annual executive performance bonus
- Long-term incentive and equity opportunities
- Comprehensive medical, dental, and vision insurance
- Executive retirement and investment programs
- Flexible paid time off and company holidays
- Paid parental and family leave
- Executive home office and remote work support
- Executive leadership coaching
- Professional development and industry conference sponsorship
- Financial planning and wealth management resources
- Employee wellness and mental health resources
- Life, AD&D, and disability insurance
- Executive travel and business expense support
- Flexible remote work environment
- Significant advancement opportunities within the executive leadership team
Why Join Us
Join an organization where experience is treated as a strategic business advantage. As the Chief Experience Officer, you will have the opportunity to shape how customers, employees, and partners experience the organization at every meaningful touchpoint.
This is a high-visibility executive position for a leader who wants to influence enterprise strategy, drive transformational change, build experience-focused cultures, and create measurable improvements in customer loyalty, employee engagement, and long-term business performance.
Job Features
| Job Category | Technology, Digital Experience & Business Services |