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.

Key responsibilities

• Develop an enterprise-wide customer experience strategy, set standards, service principles and performance benchmarks, and define a customer-first culture.
• Map and optimize end-to-end customer journeys (discovery, onboarding, policy issuance, premiums, claims, renewals, investment services, account management) and simplify interactions across digital and traditional channels.
• Improve satisfaction, loyalty, retention and lifetime value; monitor feedback, complaints and sentiment, and run surveys, NPS, CSAT and customer interviews.
• Work with technology and digital teams to improve online platforms, mobile apps, portals and self-service, using 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-related risks.
• Lead and develop CX and service teams, set objectives, budgets, KPIs and performance frameworks, 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, financial services or other regulated 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.
• Leading cross-functional teams and large-scale service improvement initiatives.
• Strategic thinking, communication, stakeholder management and leadership.