VP - Customer Experience and Digital Channels

Job description / Role

Are you a customer experience leader with a passion for digital innovation? We are looking for a Vice President of Customer Experience and Digital Channels to drive transformation, enhance customer engagement, and optimize digital platforms.
About the Role:

As the VP, you will lead the customer experience strategy, improve digital channels, and ensure seamless, innovative interactions for customers. You will work closely with senior leaders, manage a strong team, and use data-driven insights to enhance customer satisfaction.

What You’ll Do:

Shape the Customer Experience Strategy
• Develop and execute plans to enhance customer satisfaction and loyalty.
• Foster a culture where customers are at the center of decision-making.

Lead Digital Transformation
• Improve digital platforms (web, mobile, social media) to create smooth and engaging customer journeys.
• Introduce new technologies, including AI and automation, to enhance self-service options.

Drive Change & Project Management
• Lead transformation programs, ensuring projects are delivered successfully.
• Work closely with teams to introduce new processes and ensure smooth adoption.

Engage with Stakeholders
• Collaborate with internal teams and customers to understand needs and improve services.
• Represent the company at industry events and share best practices.

What You Need to Succeed:
• Bachelor’s degree in Business, Marketing, or a related field (MBA preferred).
• 5-8 years of experience in customer experience, digital channels, or transformation projects.
• Strong leadership, communication, and project management skills.
• Knowledge of AI, data analytics, and digital solutions to enhance customer engagement.
• Experience in the utility sector or similar industries is a plus.

Why Consider this job opportunity?
• Lead an exciting transformation.
• Work in a dynamic, forward-thinking environment.
• Make a real impact on customer experience and digital innovation.

About the Company

Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.

We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.

Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.