Department: MarketingReports To: Chief Experience OfficerEmployment Type: Full TimeLocation:Hybrid - Rocklin, CAAbout the Role:The Vice President of Customer Experience is responsible for designing and improving the end-to-end customer journey across multiple business units serving both B2B and B2C customers.
As a member of the Shared Services Leadership Team, this role partners with Marketing, Sales, Operations, Service, Finance, and Technology leaders to create seamless, data-driven customer experience. The VP of Customer Experience will identify opportunities to improve processes, communication, systems, and technology while driving customer satisfaction, retention, and long-term business growth.
This role sits at the intersection of customer experience, operations, process improvement, data, and technology and is ideal for a leader who excels at building alignment across teams and turning customer insights into measurable results.
Key Responsibilities:Customer Experience Strategy & Journey Management- Own and improve the end-to-end customer journey across all customer touchpoints.
- Identify friction points, communication gaps, and service inconsistencies.
- Establish customer experience standards, processes, and communication frameworks.
- Ensure customers receive clear, timely, and consistent communications throughout their lifecycle.
Cross-Functional Leadership & Process Improvement- Partner with Marketing, Sales, Operations, Finance, Service, and Technology teams to create a seamless customer experience.
- Improve departmental handoffs, accountability, and collaboration.
- Lead process improvement initiatives that increase efficiency, transparency, and customer satisfaction.
- Standardize customer-facing processes while maintaining operational flexibility.
Customer Experience Technology & Innovation- Develop strategy for CRM, customer portals, automation, workflow systems, and customer-facing technologies.
- Partner with technology teams to improve data visibility, automation, and customer engagement.
- Evaluate and implement technology solutions that enhance the customer experience.
Analytics, Insights & Performance- Establish customer experience KPIs, dashboards, and executive reporting.
- Develop customer feedback and Voice of Customer programs.
- Use customer and operational data to identify trends, prioritize initiatives, and measure success.
Strategic Partnerships & Leadership- Serve as a strategic advisor to business leaders on customer experience initiatives.
- Manage agencies, consultants, and technology partners.
- Coordinate cross-functional resources to ensure successful execution of customer experience priorities.
Required Qualifications:- 10+ years of experience in customer experience, marketing, operations, digital transformation, technology, or related disciplines.
- 5+ years of leadership experience managing teams, programs, or cross-functional initiatives.
- Demonstrated success improving customer journeys within complex organizations.
- Experience working across marketing, sales, operations, service, and technology functions.
- Strong understanding of B2B and B2C customer experiences.
- Experience with CRM platforms, workflow automation, customer data, and customer-facing technologies.
- Strong analytical, project management, communication, and stakeholder management skills.
- Experience managing external vendors, consultants, agencies, and technology partners.
Preferred Qualifications:- Experience within energy, solar, construction, infrastructure, home services, or other project-based industries.
- Experience leading enterprise-wide customer experience transformation initiatives.
- Background in process optimization and technology-enabled business transformation.
Skills/Knowledge/Abilities:- Expertise in customer journey design, customer experience strategy, and process improvement.
- Strong knowledge of CRM systems, automation platforms, customer analytics, and digital technologies.
- Ability to lead cross-functional initiatives and influence stakeholders at all levels.
- Ability to translate customer and business needs into scalable operational and technology solutions.
- Strong analytical, communication, relationship-building, and change management capabilities.
- Ability to drive improvements in customer satisfaction, retention, and long-term customer value.
Physical Requirements:- Prolonged periods of sitting and working at a computer.
- Ability to communicate effectively in person, by phone, and virtually.
- Occasional travel to company, customer, and industry locations.
- Ability to move throughout office and field environments as needed.
Compensation & Benefits:- Medical, Dental, and Vision plan options
- 401(k) with company match
- Company-paid life insurance
- Cell phone reimbursement
- PTO and sick time
- Paid holidays
