Chief Experience Officer

Position Summary

The Chief Experience Officer (CXO) is a senior executive who owns the organization’s end-to-end experience agenda. This role sets the vision for customer, employee, digital, brand, and service experiences, ensuring that every touchpoint delivers a unified, valuable, and distinctive outcome.

Working in close partnership with the CEO and the wider leadership team, the CXO collaborates with functions such as Customer Experience, Marketing, Product, Technology, Human Resources, Operations, Sales, and Customer Success to build experience-led strategies that strengthen loyalty, engagement, growth, and brand equity.

Enterprise Experience Strategy

Lead the development and execution of a global experience strategy that reflects the company’s priorities.

Define organization-wide experience standards, guiding principles, and governance practices.

Bring customer, employee, digital, and brand experiences into alignment with business goals.

Champion transformation initiatives that improve experiences across international markets.

Create an organization-wide mindset focused on service quality and ongoing improvement.

Customer Experience Leadership

Own the enterprise CX model and overall customer experience direction.

Improve the full customer journey across all interaction points.

Drive higher satisfaction, retention, loyalty, and customer lifetime value.

Oversee Voice of Customer programs and customer insight initiatives.

Partner with Customer Success, Sales, Product, and Operations to improve customer results.

Digital Experience & Innovation

Direct digital experience initiatives across websites, mobile products, applications, e-commerce, and new channels.

Work with Technology and Product teams to create smooth and connected digital journeys.

Advance AI-based personalization, automation, and intelligent experience delivery.

Build measurement systems and analytics capabilities for digital experience performance.

Encourage innovation through emerging technologies and experience design methods.

Brand & Experience Design

Define brand experiences that create stronger emotional connections with customers.

Collaborate with Marketing, Creative, and Communications on brand initiatives shaped by experience design.

Develop frameworks for physical and digital experience design.

Maintain consistency across all customer-facing touchpoints worldwide.

Strengthen brand differentiation through superior experiences.

Employee Experience & Culture

Partner with Human Resources to improve employee experience strategy.

Launch initiatives that increase engagement, collaboration, and workplace culture.

Improve internal journeys and organizational processes for employees.

Support talent attraction, retention, and employer brand efforts.

Promote an organization-wide approach centered on experience.

Executive Leadership

Lead teams responsible for Customer Experience, Experience Design, Digital Experience, Customer Insights, Service Innovation, and Experience Strategy.

Oversee enterprise budgets, investment decisions, and transformation programs related to experience.

Present strategy updates, performance results, and innovation plans to the Executive Leadership Team and Board of Directors.

Develop senior experience leaders and help shape a high-performing, world-class experience organization.

Act as the executive voice for customers, employees, and stakeholders.

Qualifications

A bachelor’s degree in Business Administration, Marketing, Design, Psychology, Communications, Technology, or a related area is required.

An MBA, master’s degree, or advanced experience leadership certification is preferred.

Candidates should bring 15 or more years of progressive leadership experience in customer experience, digital transformation, brand strategy, product experience, operations, or service innovation.

Deep experience in enterprise-wide transformation, customer journey design, CX analytics, digital experience, service design, and organizational change is expected.

Experience working with global teams and senior executives is important.

Strong strategic thinking, communication, leadership, and change management abilities are essential.

Core Competencies

• Enterprise experience strategy
• Customer experience leadership
• Employee experience improvement
• Digital experience management
• Journey mapping
• Voice of customer programs
• Experience design
• Service innovation
• Customer analytics
• Brand experience
• Digital transformation
• Organizational change leadership