Vice President - Customer Experience

Job Title: Vice President Customer Experience (CX)

Location: Dallas, TX / New Jersey (2 positions)

Employment : Fulltime

We are seeking a dynamic and visionary Vice President Customer Experience (CX) to lead and shape the end-to-end CX strategy for our clients. The ideal candidate will possess deep expertise in CX transformation, digital engagement models, and emerging technologies such as CCaaS and conversational AI. This leader will drive strategic roadmap development, own the CX solution lifecycle, and deliver tangible business outcomes through innovative customer engagement initiatives.

• Serve as a trusted advisor to clients by identifying and shaping high-impact CX opportunities and solutions.
• Develop and execute the go-to-market strategy for digital customer experience across targeted industry verticals.
• Lead the full lifecycle of CX engagements from opportunity identification and roadmap design to execution and value realization.
• Architect CX transformation programs, including:
  • Customer experience design and journey mapping
  • Integration of Conversational AI into CX workflows
  • Design of both solution architecture (features, functionalities, impact mapping) and technical architecture (data flows, tech stack, security, scalability)
• Provide subject matter expertise in leading Contact Center as a Service (CCaaS) platforms such as NICE, Genesys, or AWS Connect, with a strong focus on omnichannel customer interaction across voice, chat, email, SMS, and social media.
• Cultivate deep relationships with client stakeholders, delivering strategic insight on digital CX transformation to align with business objectives.
• Collaborate cross-functionally with delivery, architecture, analytics, and product teams to co-create impactful CX solutions.
• Oversee implementation of consulting deliverables including CX blueprinting, assessments, and change programs.
• Own the P&L for CX transformation initiatives within target industries or service lines.
• Promote knowledge sharing, best practices, and innovation to foster a robust and scalable CX ecosystem.
• Articulate and deliver the value proposition of data-led CX transformation to executive stakeholders.

• 12+ years of demonstrated success leading customer experience transformation engagements, preferably within a consulting or enterprise environment.
• Proven track record of owning P&L responsibilities and leading high-performance digital transformation teams.
• Deep expertise in:
  • CX design and customer journey mapping
  • Implementation of Conversational AI and intelligent automation
  • End-to-end solution and technical architecture
• Strong hands-on experience with CCaaS platforms such as NICE, Genesys, or AWS, and the ability to integrate and manage omnichannel experiences.
• Experience leading large-scale, technology-driven change initiatives , preferably across multiple industries.
• Demonstrated ability to lead cross-functional teams of 20+ members, including solution architects, delivery leaders, developers, automation experts, and analysts.
• Exceptional communication and stakeholder management skills, with the ability to engage and influence senior technology and business leaders.