Our client is seeking a VP of Customer Experience to join our organization. A successful candidate will contribute to the company's growth, driving travel-centric software products' strategic vision and commercial success. This executive level position will play a crucial role in driving client satisfaction and leading cross-departmental collaborations that align our customer engagement strategy with business goals.

* Define and refine KPIs for client retention, satisfaction, and revenue growth. Lead and mentor direct reports across functional areas such as client relationship management, project management, account management and customer support.

* Develop and refine the customer journey map to ensure a cohesive and seamless customer experience from initial contact through to long-term loyalty. Analyze and optimize the customer lifecycle to enhance engagement, satisfaction and retention.

* Oversee the department's budget, ensuring effective allocation of resources for maximum impact on client satisfaction and profitability.

* Develop and maintain strategic relationships with key clients, ensuring their needs are met and their satisfaction exceeds expectations.

* Ensure all client projects are delivered on time, within scope and meet high quality standards.

* Work closely with sales, product, and engineering to ensure seamless integration and communication across all phases of client engagement.

* Drive the expansion of client accounts through innovative strategies that leverage our full suite of services and capabilities.

* Lead initiatives for effective client onboarding and ongoing training programs to maximize client engagement and success.

* Act as a point of contact for critical client issues, leading resolution efforts to maintain and restore client trust.

* Utilize qualitative and quantitative data to inform strategies and improve overall customer experience.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

* Bachelor's or Master's degree in Business Administration, Marketing, or related field.

* 10+ years of experience in a leadership role focusing on customer experience and engagement management, with a track record of successful team and project leadership.

* Strong understanding of Agile principles and methodologies.

* Demonstrated ability to collaborate effectively with cross-functional teams.

* Customer-centric mindset with a focus on delivering value.

* Inspirational leadership style with a commitment to fostering a positive and high-performing team culture.

* Experience with budget management.

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.