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. The role builds a customer-centric culture, improves service quality and strengthens relationships across insurance and investment products and services. It works closely with business, operations, technology, sales, marketing, claims, underwriting and investment teams to improve satisfaction, loyalty, retention and long-term performance.

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; set up feedback mechanisms such as 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 service standards, SLAs and escalation procedures, and strengthen relationship management for individual, corporate, institutional and high-net-worth clients.
• Drive employee engagement, training and collaboration so that internal service culture supports customer experience goals.
• 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 or equivalent 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 service industries.
• Demonstrated success in developing and implementing customer experience strategies.

Required skills

• Customer journey mapping, CRM platforms, customer analytics, NPS and CSAT, and service quality management.
• Experience leading cross-functional teams and large-scale service improvement initiatives.
• Strong strategic thinking, communication, stakeholder management and leadership capabilities.