VP, Customer Experience

Acrisure • Oklahoma City, OK

11d • Onsite

About The Position

The VP of Customer Insights & Strategy is responsible for helping set enterprise-wide CX and insights strategy, aligning executive stakeholders and guiding annual planning to ensure customer outcomes are embedded in corporate objectives . This CX leader owns voice-of-customer programs and t ranslates customer data into insights that inform product strategy, go-to-market motions, and revenue growth priorities. This role drives consistency and quality across the Hawk customer journey, improving retention, accelerating adoption, and supporting long-term growth.

Requirements

• 12-15+ years of progressive leadership in customer-facing functions (e.g., Customer Experience, Customer Success), strategy, and / or consulting; payroll / HCM experience a plus
• Demonstrated ability to design and implement customer experience programs that improve adoption, retention, and satisfaction without direct operational control
• Proven ability to translate customer, market, and financial data into enterprise strategy, investment priorities, and growth initiatives
• Excellent communication and facilitation skills to align diverse stakeholders and guide leadership
• Demonstrated ability to lead change, influence without direct authority, and embed new processes and behaviors across diverse teams
• Deep understanding of NPS, CSAT, churn, and adoption data, with experience building Voice of Customer programs and linking insights to business outcomes
• Ability to connect customer experience initiatives to growth, margin improvement, and ROI
• Executive Influence and Leadership
• Customer-Centric Mindset
• Operational Excellence
• Communication and Storytelling Skills
• Analytical and Financial Acumen
• Managing Diversity & Inclusion
• Managing Vision & Purpose
• Organization & Planning
• Strategic Thinking

Nice To Haves

• Bachelor’s degree required; MBA or equivalent executive experience preferred

Responsibilities

• Set Enterprise CX and Insights Strategy: Set long-term customer experience and insights strategy in partnership with CX leaders, aligning executive leadership and ensuring customer outcomes are embedded in corporate goals and annual operating plans
• Own the Customer Journey: Design and implement an enterprise-wide CX improvement framework that aligns all teams to shared KPIs, drives measurable outcomes, and enables continuous iteration
• Champion Voice of Customer: Build scalable VOC frameworks that capture and share NPS, CSAT, churn, and adoption trends, ensuring insights are translated into measurable improvements across teams
• Drive Retention & Customer Growth Strategy: Own customer retention initiatives, including churn / “at-risk” analysis, save strategies, and expansion insights
• Translate Insights to Growth Strategy: Synthesize customer feedback, market data, and competitive intelligence into actionable strategies that shape product roadmaps, GTM priorities, and expansion opportunities
• Market and Competitive Intelligence: Develop an external perspective by monitoring industry trends, competitor moves, and macroeconomic factors that influence the customer experience and retention strategy

Benefits

• Physical Wellness: Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
• Mental Wellness: Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
• Financial Wellness: Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
• Family Care: Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees