Chief Client Experience Officer

About the role

The Chief Client Experience Officer will lead the creation and execution of a global customer experience strategy for a fast‑scaling digital ecosystem. Reporting directly to the CEO, this executive will build the CX function from the ground up and drive transformation across all customer‑facing teams.

Key responsibilities

• Define and own the end‑to‑end CX vision, ensuring consistency across all touchpoints for users and partners.
• Identify friction points, redesign customer journeys, and launch cross‑functional initiatives to improve retention, lifetime value and trust.
• Build a scalable CX operating model with clear governance, KPIs and decision‑making frameworks.
• Align Customer Success, Product Design, Partner Experience, Service Operations and AI‑driven solutions under a unified strategy.
• Monitor performance metrics and link CX initiatives to revenue growth and operational efficiency.

Required profile

• 10+ years of senior leadership experience in customer experience, product strategy, product management or related fields within large‑scale digital or consumer businesses.
• Proven record of boosting retention, LTV and profitability through customer‑centric transformation.
• Strong understanding of customer lifecycle management, unit economics and P&L impact of CX initiatives.
• Experience building and scaling global, customer‑focused organizations and influencing senior stakeholders without direct authority.
• International exposure across multiple markets and fluency in Russian and English.

Required skills