Chief Client Experience Officer

Role Overview

This opportunity is being advertised on behalf of a partner organization, which will handle applications and all subsequent recruitment steps. The partner is seeking a Chief Client Experience Officer in the United Kingdom.

This is a senior executive position with a major remit: to define, own, and continuously improve the full customer journey across a large global digital platform. Reporting directly to the CEO, the successful leader will create a customer experience function from the ground up and shape how the business engages with a vast international user base. The role calls for a strong customer-first mindset, the ability to lead transformation in a fast-moving, data-led environment, and the capacity to translate friction points into scalable operating solutions. The work will have a direct effect on retention, lifetime value, trust, and long-term growth.

What You Will Be Responsible For

• Set the worldwide customer experience direction for users and partners and ensure a consistent experience across every touchpoint.
• Improve retention, lifetime value, engagement, trust, and profitability through well-designed CX programs and evidence-based changes.
• Map the ideal customer journey, surface pain points, and lead cross-functional efforts to improve the full lifecycle.
• Create and expand a customer experience operating model with clear governance, ownership, KPIs, and decision-making structure.
• Track and connect CX performance indicators to business results such as revenue growth and operational effectiveness.
• Coordinate Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions.
• Support organizational change by aligning Product, Marketing, CRM, and Operations around a common CX strategy.

Requirements

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a similar executive leadership function.
• A demonstrated history of lifting retention, lifetime value, engagement, and profitability through customer-led transformation work.
• Solid knowledge of customer lifecycle management, unit economics, and how CX decisions affect the P&L.
• Proven ability to create and grow global customer-centric teams and transformation initiatives.
• Experience working with senior stakeholders and driving delivery through collaboration across functions rather than direct line authority.
• International exposure across multiple markets, along with fluency in Russian and English.
• Strong analytical thinking paired with the ability to set and execute a long-term strategic direction.

Benefits

• Work fully remotely.
• Compensation details will be shared during the hiring process before an offer is made.
• 28 calendar days of annual leave.
• 7 extra wellness days each year for rest or household needs.
• Referral bonuses tied to performance, reaching up to $5,000.
• Reimbursement of 50% for training, conferences, and industry events.
• Discounts on English language courses.
• Health-related support of up to $1,000 gross per year for insurance or medical costs for employees and eligible family members.
• Support for home office or co-working expenses of up to $1,000 gross every three years.
• Access to an internal recognition program with rewards that can be exchanged for merchandise, experiences, and team activities.

Application and Hiring Notes

The partner company manages the selection process. An AI-assisted matching system is used to review applications against the role criteria and to help shortlist suitable candidates more quickly and consistently. The shortlist is then passed to the hiring company, while interviews, assessments, and final hiring decisions are handled by the employer’s internal team.

By applying, candidates acknowledge that personal data will be processed to assess candidacy and shared with the hiring employer where relevant, in line with applicable data protection laws including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection. AI tools may also support parts of the recruitment workflow, including resume review and response analysis, but human recruiters make the final decision.

Workplace Details

This position is fully remote and based in the United Kingdom.