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Vice President Customer Experience Jobs (NOW HIRING)

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Vice President Customer Experience

Houston, TX · On-site

$132K - $169K/yr

The Vice President of Customer Experience is responsible for architecting and delivering a world-class client experience that reflects the craftsmanship, elegance, and premium standards of Visual ...

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Vice President Customer Experience information

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$79.5K

$163.2K

$262K

How much do vice president customer experience jobs pay per year?

As of Jul 28, 2026, the average yearly pay for vice president customer experience in the United States is $163,217.00, according to ZipRecruiter salary data. Most workers in this role earn between $138,500.00 and $177,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Vice President of Customer Experience, and why are they important?

To thrive as a Vice President of Customer Experience, you need expertise in customer journey mapping, data analytics, and strategic leadership, often supported by a bachelor's or master's degree in business, marketing, or a related field. Familiarity with CRM platforms, customer feedback systems, and tools such as Salesforce or Zendesk is typically required. Exceptional communication, cross-functional collaboration, and change management skills distinguish top performers in this role. These abilities are vital for driving customer satisfaction, loyalty, and business growth through a seamless and impactful customer experience strategy.

How does a Vice President of Customer Experience typically collaborate with other departments to drive organizational success?

A Vice President of Customer Experience works closely with teams across the organization, such as marketing, sales, product, and operations, to ensure a unified approach to customer satisfaction. This role often leads cross-functional initiatives to improve customer journeys, sets standards for service delivery, and leverages feedback from multiple departments to identify areas for improvement. Regular collaboration with department heads and executive leadership is key to aligning business goals with customer needs, ultimately driving loyalty and growth. Open communication, strategic planning sessions, and shared KPIs are common tools used to foster this alignment.

What does a Vice President of Customer Experience do?

A Vice President of Customer Experience is responsible for overseeing and improving the overall experience customers have with a company. This includes developing strategies to enhance customer satisfaction, leading teams dedicated to customer support and engagement, analyzing customer feedback, and implementing changes that promote loyalty and retention. They also collaborate with other departments to ensure that the customer perspective is integrated into all business decisions. Ultimately, their goal is to create a seamless and positive journey for customers across all touchpoints.

What is the difference between Vice President Customer Experience vs Customer Service Director?

AspectVice President Customer ExperienceCustomer Service Director
CredentialsTypically requires extensive leadership experience, bachelor's or master's degree in business or related fieldUsually requires experience in customer service management, often with a bachelor's degree
Work EnvironmentStrategic leadership role overseeing multiple teams and departmentsOperational role managing customer service teams directly
Employer & Industry UsageCommon in large corporations across various industriesFound in organizations with established customer service departments
Search & Comparison IntentHigh overlap in responsibilities related to customer experience strategyFocuses more on day-to-day customer service operations

The Vice President Customer Experience focuses on strategic oversight and improving overall customer satisfaction across the organization, while the Customer Service Director manages daily customer service operations and team performance. Both roles are vital but differ in scope and level of strategic involvement.

What cities are hiring for Vice President Customer Experience jobs? Cities with the most Vice President Customer Experience job openings:
What are the most commonly searched types of Customer Experience jobs? The most popular types of Customer Experience jobs are:
What states have the most Vice President Customer Experience jobs? States with the most job openings for Vice President Customer Experience jobs include:
What job categories do people searching Vice President Customer Experience jobs look for? The top searched job categories for Vice President Customer Experience jobs are:
Vice President Customer Experience jobs near you
Infographic showing various Vice President Customer Experience job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $163,217 per year, or $78.5 per hour.
Vice President - Customer Experience

Vice President - Customer Experience

San Antonio Water System

San Antonio, TX • On-site

$225K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 27 days ago

San Antonio Water System rating

6.2

Company rating: 6.2 out of 10

Based on 20 frontline employees who took The Breakroom Quiz

Job description

Location : Headquarters: 2800 U.S. Hwy 281 N., San Antonio, TX
Job Type: Full Time
Job Number: 2026-123456
Department: Customer Service
Opening Date: 07/02/2026
Closing Date: Continuous
Vice President - Customer Excellence
This position is open until filled, but resume review will begin as soon as possible with scheduled interviews to follow. Competitive salary depends on qualifications, from $225,000 with generous benefits package including pension, paid leave, and health benefits. Interested applicants should send a cover letter and resume by email only to , attention Holly Esquivel CPC, Sr. Director at Deacon Recruiting.
The San Antonio Water System (SAWS) is seeking a highly qualified Vice President - Customer Experience, under general direction, to provide strategic and tactical oversight of all Customer Service and support functions including call center operations, customer payment centers, billing, collections, meter maintenance, and meter data review. Leads and executes Customer Service strategy and policies to maximize customer satisfaction and align with SAWS' business objectives, strategic direction, and mission. Drives the adoption and optimization of advanced customer relationship management (CRM) technologies, including AI-driven and automated solutions, to enhance customer engagement, service delivery, and operational efficiency. This position leads SAWS' Advanced Metering Infrastructure (AMI) project (ConnectH2O) by overseeing the transition from system-wide implementation to enterprise-wide optimization, integration, and transformation of Customer Service operations. This position service as a member of the Executive Management Team and reports to the Senior Vice President.
Job Description
JOB SUMMARY
Under general direction, the Vice President - Customer Experience is responsible for providing strategic and tactical oversight of all Customer Service and support functions including call center operations, customer payment centers, billing, collections, meter maintenance, and meter data review. Leads and executes Customer Service strategy and policies to maximize customer satisfaction and align with SAWS' business objectives, strategic direction, and mission. Drives the adoption and optimization of advanced customer relationship management (CRM) technologies, including AI-driven and automated solutions, to enhance customer engagement, service delivery, and operational efficiency. This position leads SAWS' Advanced Metering Infrastructure (AMI) project (ConnectH2O) by overseeing the transition from system-wide implementation to enterprise-wide optimization, integration, and transformation of Customer Service operations. This position serves as a member of the Executive Management Team and reports to a Senior Vice President.
ESSENTIAL FUNCTIONS
  • Provides executive leadership for customer experience strategy, aligning programs, policies, and initiatives with organizational priorities while driving continuous improvement and service excellence.
  • Establishes and drives performance standards, service delivery models, and continuous improvement initiatives using defined metrics to optimize efficiency, accuracy, and customer outcomes.
  • Leads strategic planning, policy development, and enterprise alignment efforts to ensure customer operations support overall business, financial, and operational objectives.
  • Drives digital transformation of customer operations, including advancing the enterprise use of AMI data to enhance customer engagement, operational performance, and data-driven decision-making. In addition,
  • Drives the adoption and optimization of advanced customer relationship management technologies, including agentic AI and automation tools, to enhance customer engagement, service delivery, and operational efficiency.
  • Provides executive oversight of Customer Service field operations, including meter maintenance, service investigations, and service disruptions for non-payment, ensuring operational efficiency, service reliability, and integration with AMI-enabled data.
  • Assesses customer impacts of any rate changes and supports the implementation of any new rate structures.
  • Oversees resolution of complex and high-profile customer issues, ensuring coordinated, timely, and effective outcomes across the organization.
  • Leads stakeholder engagement and public communication efforts, including presentations to the Board of Trustees, City Council, and community organizations and develops customer outreach, education, and feedback programs.
  • Ensures compliance with regulatory requirements while incorporating industry best practices and emerging trends in Customer Service operations.
  • Forecasts, allocates, and monitors the human, physical and financial resources for the Group.
  • Builds and leads high-performing teams by developing talent, promoting accountability, and fostering a culture of collaboration and continuous improvement.
  • Trains and mentors employees and facilitates interdepartmental teamwork.
  • Promotes and encourages teamwork and cooperative efforts internal and external to SAWS including outside agencies and the community.
  • Promotes and rewards high performance and respects and promotes diversity.
  • Leads the development, analysis, and implementation of policy and strategy including identifying key strategic initiatives, business planning efforts, and policies and procedures.
  • Influences events in order to optimize organizational resources and achieve System goals.
  • Applies executive level business management principles and practices.
  • Develops and implements measures to analyze and improve organizational efficiencies.
  • Performs other duties as assigned.

MINIMUM REQUIREMENTS
  • Bachelor's Degree in Business Administration, Public Administration or related field from an institution accredited by a recognized accrediting agency.
  • Ten years' increasingly responsible professional experience in customer service or general business operations to include five years' management/supervisory experience.
  • Valid Texas Class "C" Texas Driver's License.

JOB DIMENSIONS
  • Knowledge of Customer Service operations, industry trends, and emerging best practices, including digital transformation, AMI-enabled services, and data-driven customer engagement.
  • Knowledge of pertinent Federal, State, and local laws, statutes.
  • Knowledge of data analytics, performance measurement frameworks, and the application of AMI data to improve customer outcomes, operational efficiency, and revenue accuracy.
  • Knowledge of advanced customer relationship management (CRM) systems, including emerging capabilities such as agentic AI and automation tools used to enhance customer interactions, service delivery, and operational efficiency.
  • Skill in leveraging enterprise systems, analytics tools, and customer platforms to support decision-making and operational performance.
  • Skill in utilizing a personal computer and associated software programs.
  • Ability to communicate complex, technical, financial, and operational information effectively to executive leadership, governing bodies, and the public.
  • Ability to analyze complex, enterprise-level challenges, assess risk, and implement solutions that balance customer, operational, and financial impacts.
  • Ability to plan, manage, and optimize departmental budgets and resources in alignment with organizational goals and key initiatives.
  • Ability to research, evaluate, and implement innovative service delivery models and operational improvements.
  • Ability to exhibit high standards of business and personal ethical conduct, leadership, teamwork, positive attitude, accountability, and organizational stewardship.
  • Ability to build and maintain effective working relationships with internal staff, executive leadership, Board of Trustees, elected officials, vendors, and community stakeholders.

PHYSICAL DEMANDS AND WORKING CONDITIONS
Working conditions are primarily in an office environment. Physical requirements include visual acuity, speech, and hearing; hand and eye coordination and manual dexterity necessary to operate basic office equipment. Subject to sitting, walking, or standing to perform the essential functions. May operate a company or personal vehicle. May be required to work hours other than regular schedule such as nights and weekends.
San Antonio Water System values the contributions of all its employees, providing them the best in compensation and benefits. The benefits package is designed to attract and retain a workforce of qualified employees who share a responsibility in providing quality water to 1 million consumers.
From an affordable medical and dental plan to life-sustaining retirement and insurance plans, we offer benefits that reward employees for their commitment to a challenging career at SAWS. Employee benefits include the following:
  • Competitive, market-based salaries
  • Performance-based incentives
  • Medical benefits
  • Dental benefits
  • Life insurance
  • Prescription drug program
  • Vision care plan
  • Two retirement plans
  • Deferred compensation plans (457 plan)
  • Disability income
  • Paid leave (vacation, sick, personal)
  • Education assistance program
  • Employee assistance program
  • Flexible, tax-deferred health and dependent care spending accounts
  • Wellness programs
  • On-Site Fitness Facilities
  • Community service opportunities
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