About the role
The AVP of Customer Experience and Insight leads global strategy to enhance customer satisfaction through data-driven insights and cross-functional leadership. This role focuses on optimizing the customer journey, managing analytics platforms, and translating complex data into actionable business strategies for executive stakeholders.
BankingOnsiteIntl Wealth & Premier Banking
Key Responsibilities
- Define and execute the global multi-year Customer Experience (CX) roadmap and strategy
- Lead the collection and synthesis of global customer insights through Voice of the Customer (VoC) programs
- Oversee the design and implementation of customer health metrics including NPS and CSAT
- Collaborate with regional sales and service leaders to align customer feedback with operational improvements
- Drive digital transformation initiatives within the CRM and customer-facing digital portals
- Manage a global team of CX specialists and data analysts to support business unit objectives
- Present strategic customer health assessments and trend analysis to the executive leadership team
- Establish governance for customer data management and journey mapping across the organization
Requirements
- Bachelor's degree in a relevant field; MBA or advanced degree is strongly preferred
- Minimum of 10 years of experience in customer experience, marketing, or business operations in a technology-driven industry
- Proven track record of managing high-level CX programs in a global manufacturing or semiconductor environment
- Strong proficiency with enterprise CRM systems and business intelligence tools
- Expertise in statistical analysis and data visualization for executive reporting
- Demonstrated ability to lead large-scale organizational change and process improvement initiatives
- Exceptional communication skills with experience presenting to C-suite executives
- Familiarity with Lean or Six Sigma methodologies as applied to service and experience design
- Strong project management skills and experience leading cross-functional global teams