Chief Client Experience Officer

Role overview

This is a senior leadership opportunity with a partner organization that will manage the application process and all subsequent steps. The company is seeking a Chief Client Experience Officer located in Italy.

The role is a high-influence executive position focused on designing and steering the full customer experience across a large global digital platform. Reporting directly to the CEO, the successful candidate will create a customer experience function from the ground up and shape how users and partners interact with the business at scale. The position calls for a strong customer-first mindset, the ability to lead transformation in a fast-moving data-led environment, and the capability to improve retention, lifetime value, trust, and long-term growth by removing friction and building scalable systems.

What you will do

• Set the global customer experience direction for users and partners, making sure every touchpoint follows a consistent standard.
• Improve retention, lifetime value, engagement, trust, and profitability through data-backed CX programs.
• Map the ideal customer journey, spot pain points, and lead cross-functional work to improve the entire lifecycle.
• Create and expand a customer experience operating model with governance, ownership, key metrics, and clear decision-making rules.
• Track and connect CX measures to business results such as revenue growth and operational efficiency.
• Bring together Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions under one approach.
• Support company-wide transformation by aligning Product, Marketing, CRM, and Operations around a single 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 strong history of driving better retention, lifetime value, engagement, and profitability through customer-focused transformation work.
• Solid understanding of customer lifecycle management, unit economics, and how CX strategy affects the P&L.
• Proven ability to create and scale global customer-centric teams and transformation initiatives.
• Experience working with senior stakeholders and getting execution done through influence and collaboration rather than direct control.
• Prior exposure to multiple international markets, with fluency in Russian and English.
• Strong analytical thinking paired with the ability to define and deliver a long-term strategic vision.

Perks and benefits

• Fully remote working arrangement.
• Compensation details will be shared during the recruitment process before an offer is made.
• 28 calendar days of annual leave.
• 7 extra wellness days each year for recovery or household needs.
• Performance-based referral bonuses of up to $5,000.
• 50% reimbursement for professional training, conferences, and industry events.
• Corporate discounts for English language learning.
• Health-related support of up to $1,000 gross per year for insurance or medical costs for employees and eligible family members.
• Home office or co-working support of up to $1,000 gross every three years.
• Internal recognition program with rewards that can be exchanged for merchandise, experiences, and team activities.

Additional information

This role is posted on behalf of a partner company, which will handle candidate communication, evaluations, and next steps. The hiring process uses AI-assisted matching to screen applications against the core requirements and create a shortlist for the employer. Final decisions, interviews, and assessments are handled by the employer’s internal team.

Data privacy notice

By applying, you consent to the processing of your personal data for candidate evaluation and sharing relevant information with the employer, based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You can request access, correction, deletion, or objection rights at any time.

AI tools may also be used during parts of the recruitment workflow, such as resume review, application analysis, response assessment, and detection of possible inconsistencies or verification signals. These tools support recruiters but do not replace human judgment, and all final hiring decisions are made by people.