Chief Experience Officer (CXO)

About the role

The Chief Experience Officer (CXO) develops and executes the organization's overall experience strategy across customer, client, employee and stakeholder touchpoints, building a customer-centric culture and improving service quality across insurance and investment products and services. The role leads customer experience, service delivery, customer engagement and experience transformation, working closely with business, operations, technology, sales, marketing, claims, underwriting and investment teams.

Key responsibilities

• Develop an enterprise-wide customer experience strategy, define standards and performance benchmarks, and establish a customer-first culture.
• Map and optimize end-to-end customer journeys, identify service gaps and simplify interactions across digital and traditional channels.
• Improve customer satisfaction, loyalty, retention and lifetime value; monitor feedback, complaints and sentiment, and set up surveys, NPS and CSAT.
• Collaborate with technology teams to improve online platforms, mobile apps and portals, and use analytics, automation, AI and CRM to personalize interactions.
• Oversee customer service standards, SLAs and escalation procedures, and strengthen relationship management for individual, corporate, institutional and high-net-worth clients.
• Develop employee engagement initiatives and support training in customer service and relationship management.
• Ensure compliance with insurance, investment, consumer protection, data privacy and financial services regulations, and oversee complaint handling and service risks.
• Lead and develop CX and service teams, set objectives, budgets and KPIs, and report to the CEO and Board.

Required profile

• Bachelor's degree in Business Administration, Marketing, Finance, Management, Customer Experience or a related field; MBA preferred.
• 10-15+ years of progressive experience in customer experience, customer service, operations, client relationship management or business transformation.
• At least 5 years in a senior leadership or executive management position.
• Experience in insurance, banking, investment management, wealth management or other regulated industries.
• Demonstrated success in developing customer experience strategies and leading cross-functional teams.

Required skills

• Customer journey mapping, CRM platforms, customer analytics, NPS and CSAT, and service quality management.
• Strong strategic thinking, communication, stakeholder management and leadership capabilities.