Chief Customer Experience Officer

This role oversees the strategic alignment and operational management of a high-performing Customer Engagement team.

• Champion customer-centric excellence by building and retaining a team with a strong customer-first mindset.
• Use analytics and key performance indicators (KPIs) to drive innovation and continuously improve customer experience.
• Develop and execute dynamic customer engagement strategies that balance empathy, quality, productivity, performance management, and cost efficiency.
• Recruit, train, and retain critical thinking problem solvers; oversee performance evaluations, ongoing training, and career growth opportunities.
• Inspire, coach, and mentor team members to foster collaboration, continuous learning, and high employee engagement.
• Plan, assign, and direct team activities; evaluate performance; reward and recognize achievements, and address performance/behavioral issues.
• Create consistent/high-value customer experiences by developing scalable methodologies and best practices across the company's portfolio of products/services.
• Identify areas for improvement within the CE function, design targeted initiatives, and lead swift/effective execution.
• Serve as the primary internal advocate for customers at the executive level, highlighting pain points and opportunities for improvement.
• Build strong connections between CE teams, product/business verticals, and sales to deliver an optimized customer journey.
• Ensure timely, accurate, and consistent handling of all customer inquiries, escalations, and complaints.
• Partner with stakeholders to resolve support issues, address negative feedback, and implement improvements.
• Collaborate cross-functionally to share best practices and refine processes, policies, and workflows to better customer experiences.
• Set, track, and report on performance goals and metrics on a weekly monthly and annual basis.
• Establish customer-focused policies and procedures that balance satisfaction with expense management.
• Expand team support coverage across time zones based on demand and business needs.

To qualify, you should have the following qualifications and skills:

• Bachelor's degree and commitment to continuous learning and professional development.
• 7 years of relevant business/customer service experience, including min 5 years in leadership.
• Proven experience leading customer engagement teams, overseeing configured product experience and workflow management.
• At least 10 years of B2B experience, specializing in customer lifecycle management and strategic distributor partnerships.
• Strong background in capital equipment, including customer facility planning for asset utilization.
• Deep knowledge of FDA regulations/ISO quality system standards.
• Willingness to travel up to 20%.
• Keen problem-solving ability, with heavy empathy-based customer service and customer-first approach.
• Dynamic, decisive, and highly collaborative, with the ability to thrive in cross-functional team environments.
• Strong analytical skills, with expertise in data analysis and performance management.
• Solid business acumen, with experience navigating complex/matrixed organizations.
• Adaptable to fast-paced/high-growth environments, with a proactive, creative problem-solving, and change-driven mindset.
• Exceptional written/verbal communication skills; confident presenting complex or technical information to small and large audiences.
• Professional demeanor/polished presence/excellent composure in all internal and external interactions.
• Fluency in English required; multilingual abilities preferred (German, French or Spanish, a plus).
• Autonomous and collaborative worker/leader who can address wide range of customer needs/project management.
• Ability to effectively utilize common business systems such as SAP (ECC, CRM, BI), MS Office (MS Access, Excel, PowerPoint, SharePoint, Visio, and Word), data visualization tools (MS Power BI, Model N).