Chief Client Experience Officer

Role overview

This is a senior executive appointment based in the United States, offered on behalf of a partner organization that will handle the application review and all hiring steps. The role carries enterprise-level responsibility for shaping the complete customer journey across a large global digital ecosystem. Reporting directly to the CEO, you will create and launch a new customer experience capability from scratch, with influence spanning engagement, retention, trust, and long-term commercial performance.

The position sits at the crossroads of strategy, product, operations, and customer success. Success in this role will require a strong customer-first mindset, the ability to lead transformation in a fast-moving data-led environment, and the capability to turn friction points into scalable improvements across a worldwide user base.

Key accountabilities

• Set the worldwide customer experience vision and execution plan for users and partners, ensuring a unified experience across all touchpoints.
• Use customer experience initiatives to strengthen retention, lifetime value, engagement, trust, and profitability.
• Map the desired customer journey, spot pain points, and coordinate cross-functional work to improve every stage of the lifecycle.
• Create and grow a customer experience operating model with clear governance, ownership, KPIs, and decision-making structures.
• Track and manage performance measures that connect CX work to business outcomes such as revenue growth and operating efficiency.
• Bring together Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions under one coordinated approach.
• Align Product, Marketing, CRM, and Operations around a common customer experience strategy and drive organization-wide change.

Candidate profile

We are looking for a senior leader with deep expertise in customer experience transformation in large-scale digital or consumer-facing businesses. The ideal person will bring a proven record of improving retention, LTV, engagement, and profitability through customer-led change programs.

You should understand customer lifecycle management, unit economics, and how CX decisions affect P&L performance. The role also calls for experience building and scaling global customer-focused teams and transformation initiatives, along with the ability to influence senior stakeholders and execute through collaboration rather than formal authority.

Requirements

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a similar executive leadership area.
• Demonstrated success in lifting retention, lifetime value, engagement, and profitability through customer-centered transformation.
• Solid grasp of customer lifecycle management, unit economics, and the financial impact of CX strategy.
• Proven ability to build and scale international, customer-focused organizations and change programs.
• Experience working with senior leaders and delivering through cross-functional influence instead of direct reporting lines.
• International exposure across several markets, with fluent Russian and English.
• Strong analytical thinking paired with the ability to set and execute a long-term strategic direction.

Benefits and additional information

• This is a fully remote role.
• Compensation details will be shared during the hiring process before any offer is made.
• Annual leave includes 28 calendar days of vacation.
• Employees also receive 7 extra wellness days each year for recovery or household needs.
• Referral bonuses can reach up to $5,000 and are based on performance.
• Professional learning support covers 50% of the cost of training, conferences, and industry events.
• There are corporate discounts for English language courses.
• Health support may provide up to $1,000 gross per year toward insurance or medical expenses for employees and eligible family members.
• Home office or co-working support may reimburse up to $1,000 gross every three years for workspace or equipment needs.
• An internal recognition program allows employees to earn rewards that can be exchanged for merchandise, experiences, and team activities.

Privacy and hiring process

Applications are reviewed using an AI-assisted matching process designed to evaluate fit quickly, fairly, and objectively against the role’s core requirements. The strongest matches are shortlisted and passed to the hiring company, whose internal team manages interviews, assessments, and final decisions.

By applying, candidates acknowledge that personal data will be processed to evaluate candidacy and share relevant information with the employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Candidates may request access, correction, deletion, or objection to their data at any time.

AI tools may also assist with parts of the recruitment workflow, such as application review, resume analysis, response assessment, and identifying possible inconsistencies or verification signals in submitted materials. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. For more information about data processing, candidates may contact the hiring team.