Vice President, Customer Experience

Kantar • Boston, MA

1d • Hybrid

About The Position

Kantar is seeking a Vice President of Customer Experience to help accelerate growth, shape client conversations, and elevate our role as a trusted CX advisor within our Insights business. This role brings deep CX expertise directly into our most important commercial and client moments—where strategy, credibility, and execution matter most. The VP of CX is a senior leader who combines subject‑matter authority with commercial instinct. You will partner closely with Kantar Client Partners, New Logo Sales, and delivery teams to win and expand high‑value CX engagements, influence executive stakeholders, and strengthen Kantar’s position as a leader in modern customer experience. The role directly reports to the EVP of Customer Experience at Kantar. This role sits at the intersection of growth, strategy, and client impact. You will act as a senior CX advisor in complex opportunities, helping clients move beyond tools and research toward enterprise‑level CX transformation. Your presence will raise the quality of conversations, sharpen our point of view, and increase confidence with senior decision‑makers. You will support priority pursuits and strategic accounts, shape winning CX narratives, and engage selectively post‑sale on flagship or highly visible CX programs. Externally, you will represent Kantar as a credible CX leader with clients, partners, and the broader market as we scale our CX practice in North America. Kantar is the world’s leading AI-native marketing data and analytics business and an indispensable brand partner to the world’s top companies. We combine the most meaningful attitudinal and behavioural data with deep expertise and advanced analytics to uncover how people think and act. We help clients understand what has happened and why and how to shape the marketing strategies that shape their future.

Requirements

• 10+ years of experience leading, advising, or consulting on enterprise CX programs within complex organizations
• Proven track record supporting or influencing growth in high‑value, complex sales environments
• Experience designing and implementing CX strategies, operating models, measurement frameworks
• Background in consulting, professional services, or senior in‑house CX leadership at a recognized organization
• Deep expertise across modern CX disciplines, including strategy, VoC systems, platforms like Qualtrics or Medallia, journey‑centric design, governance, measurement, and change management
• Strong ability to connect CX to Brand growth, loyalty, employee experience, and financial performance
• Commercial mindset with the ability to translate CX vision into pragmatic, value‑driven outcomes
• Executive‑level communicator with the ability to simplify complexity and influence senior stakeholders
• Credibility to engage C‑suite leaders as a peer and trusted advisor
• Strong storytelling skills across live presentations, workshops, and written narratives
• Established credibility in the CX field through advisory work, speaking, writing, or research
• Comfort representing Kantar externally with clients, partners, and industry audiences
• Clear point of view on where customer experience is heading and how organizations should respond

Responsibilities

• Partner with Kantar sales teams and client partners on priority pursuits and complex enterprise opportunities
• Serve as a senior CX strategist in executive‑level client conversations, workshops, and briefings
• Help clients define CX ambition, business cases, and transformation roadmaps grounded in real outcomes
• Shape proposals and pitches by framing compelling CX narratives and differentiated value propositions
• Coach account and pursuit teams on CX strategy, storytelling, and executive presence
• Act as a trusted advisor to delivery teams on high‑profile or complex CX engagements
• Contribute to CX go‑to‑market strategy, thought leadership, and external visibility for Kantar
• Represent Kantar at client events, industry forums, and with strategic partners like Qualtrics and Medallia as a senior CX voice

Benefits

• Medical plans with comprehensive, affordable coverage for a range of health services
• Health Savings Account/FSA
• Dental, Vision and benefits to cover unique healthcare needs
• Wellness Program
• 401k with matching
• Tuition Reimbursement
• Commuter benefits
• Unlimited PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees