The Senior Vice President, Customer Experience (CX) leads the Customer Experience capability, shaping how insights, strategy, and customer understanding drive business growth across the agency and client portfolio. Reporting to executive leadership, this role sets the vision for the discipline, develops high-performing teams, and partners with cross-functional leaders to ensure every engagement is grounded in meaningful customer insights and delivers measurable business impact.
Leadership
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Define the vision, strategy, and long-term evolution of the Customer Experience team.
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Establish best practices, frameworks, and methodologies that elevate strategic thinking across the brand.
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Champion a customer-first mindset and ensure insights are translated into actionable business and brand strategies.
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Represent the CX discipline internally and externally through thought leadership, innovation, and industry engagement.
Strategic Leadership
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Serve as the executive strategic advisor to senior clients and internal leadership.
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Guide teams in uncovering customer, market, and business insights that inform integrated marketing and experience strategies.
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Partner with Capability and Client leaders to ensure strategic alignment across disciplines.
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Identify emerging trends, technologies, and research approaches that strengthen client recommendations.
People Leadership
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Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and high-performing culture.
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Build organizational capability through coaching, succession planning, and talent development.
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Participate in recruiting, workforce planning, and capability growth initiatives.
Business Growth
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Contribute to agency growth through organic expansion, new business development, and strategic client partnerships.
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Partner with executive leadership to identify new service offerings and opportunities to expand Customer Experience capabilities.
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Support business development efforts by leading strategic responses, presentations, and client engagements.
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Proven executive leadership experience building and leading strategic, cross-functional teams.
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Demonstrated success advising senior clients and influencing business strategy.
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Deep expertise in customer insights, research, experience strategy, and integrated marketing.
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Exceptional communication, storytelling, and executive presentation skills.
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Passion for innovation, collaboration, and continuous improvement.
Education & Experience
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15+ years of experience in customer experience, insights, strategy, or marketing.
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8+ years leading teams and developing organizational capabilities.
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Agency and healthcare/pharmaceutical experience preferred.
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Bachelor's degree required; advanced degree a plus
