VP Customer Experience

Define and evolve the holistic customer experience vision across all touchpoints

Translate company strategy into a clear, differentiated CX approach

Design experiences that reduce friction, increase trust, and drive long-term retention

Lead the design of an AI-first, human-enabled support model

Own all customer support channels (voice, chat, email, async)

Drive improvements in customer effort (CES), resolution quality, and speed

Build a scalable service model that balances efficiency with high-touch care

Own NPS, CSAT, and customer effort measurement systems

Establish a closed-loop feedback system that drives action across the organization

Leverage AI and analytics to identify root causes and systemic issues

Ensure customer insights directly inform product, operations, and strategy

Build and lead a high-performing team across:

Customer Experience & Journey Design

Customer Service / Support 

VoC & Customer Insights

Develop leaders who can operate at scale in a fast-growing environment

Foster a culture of customer-centricity, accountability, and continuous improvement

Partner closely with Product, Engineering, and Operations to eliminate customer pain points at the source

Influence roadmap prioritization using customer data and insights

Ensure alignment between digital experience and human support

Own and improve key experience metrics:

NPS, CSAT, Customer Effort Score (CES)

First contact resolution, time to resolution

Cost to serve and support scalability

Establish a data-driven operating cadence to track and improve performance

10+ years in customer experience, support, or service leadership in high-growth or scaled environments

Proven experience leading end-to-end CX transformation, not just support operations

Experience implementing or scaling AI-driven customer support and automation

Background in health tech, SaaS, marketplace, or multi-sided platforms preferred

Strategic thinker who can translate vision into execution at scale

Strong operator with experience building systems, teams, and processes

Deep understanding of customer behavior, journey design, and service models

Data-driven mindset with experience using metrics to drive decisions

Ability to influence across senior leadership and drive cross-functional change

Builder mentality who thrives in ambiguity and transformation

High ownership and accountability

Strong communicator, able to align diverse stakeholders

Passion for improving customer outcomes in healthcare