JAB Wireless
Vice President & Head of Customer Experience
JAB Wireless, Irving, Texas, United States, 75084
Application Deadline: November 13, 2025 or until position is filled.
General Summary
The Vice President & Head of Customer Experience (CX) is a senior leader responsible for developing and executing strategies that elevate customer satisfaction and loyalty across all touchpoints, ultimately driving business growth. This role requires strong leadership, data-driven decision-making, and cross-functional collaboration to embed a customer-centric mindset throughout the organization.
Primary Responsibilities
Lead the development and execution of a comprehensive customer experience strategy that aligns with the company's mission and business objectives. Stay informed on industry trends and emerging technologies to continuously innovate the customer experience. Map and analyze complex customer journeys across products, services, and channels to identify pain points and opportunities for improvement. Utilize data analytics to interpret customer feedback, monitor behavior, and anticipate customer needs. Translate insights into actionable enhancements to products, policies, and communications. Work closely with engineering, marketing, sales, and IT to implement impactful CX solutions. Champion cross-functional initiatives that improve and standardize service processes. Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates to evaluate CX effectiveness. Oversee CX operations with a focus on efficiency and scalability through automation and process improvements. Establish service level standards for responsiveness and issue resolution. Design and manage systems to capture, analyze, and act on customer feedback and concerns. Foster a company-wide culture that values and celebrates customer-centricity. Other duties as assigned or required by the business. Requirements
Bachelor's degree in a related field, or equivalent experience, master's degree preferred. 15+ years of progressive experience in customer experience or related roles within a large, enterprise-level organization. Experience managing large-scale call centers and leading digital transformation initiatives. Proven leadership experience building and mentoring teams, with strong interpersonal skills. Inspire, motivate, and guide a team to deliver exceptional customer experiences. Deep understanding of the telecommunications industry, including broadband services, technologies, and common pain points like billing and network reliability. Proficiency with customer relationship management (CRM) software (e.g., Salesforce), customer journey analytics, and contact center technologies. Ability to see the "big picture" and develop long-term plans to achieve strategic goals. Excellent oral and written communication skills to convey strategies and collaborate effectively. Proficiency in data analysis to identify trends, extract insights, and drive data-informed decisions. Ability to manage complex projects and initiatives related to customer experience. A strong advocate for the customer, with a deep understanding of their needs and how to address them.
General Summary
The Vice President & Head of Customer Experience (CX) is a senior leader responsible for developing and executing strategies that elevate customer satisfaction and loyalty across all touchpoints, ultimately driving business growth. This role requires strong leadership, data-driven decision-making, and cross-functional collaboration to embed a customer-centric mindset throughout the organization.
Primary Responsibilities
Lead the development and execution of a comprehensive customer experience strategy that aligns with the company's mission and business objectives. Stay informed on industry trends and emerging technologies to continuously innovate the customer experience. Map and analyze complex customer journeys across products, services, and channels to identify pain points and opportunities for improvement. Utilize data analytics to interpret customer feedback, monitor behavior, and anticipate customer needs. Translate insights into actionable enhancements to products, policies, and communications. Work closely with engineering, marketing, sales, and IT to implement impactful CX solutions. Champion cross-functional initiatives that improve and standardize service processes. Define and track key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention rates to evaluate CX effectiveness. Oversee CX operations with a focus on efficiency and scalability through automation and process improvements. Establish service level standards for responsiveness and issue resolution. Design and manage systems to capture, analyze, and act on customer feedback and concerns. Foster a company-wide culture that values and celebrates customer-centricity. Other duties as assigned or required by the business. Requirements
Bachelor's degree in a related field, or equivalent experience, master's degree preferred. 15+ years of progressive experience in customer experience or related roles within a large, enterprise-level organization. Experience managing large-scale call centers and leading digital transformation initiatives. Proven leadership experience building and mentoring teams, with strong interpersonal skills. Inspire, motivate, and guide a team to deliver exceptional customer experiences. Deep understanding of the telecommunications industry, including broadband services, technologies, and common pain points like billing and network reliability. Proficiency with customer relationship management (CRM) software (e.g., Salesforce), customer journey analytics, and contact center technologies. Ability to see the "big picture" and develop long-term plans to achieve strategic goals. Excellent oral and written communication skills to convey strategies and collaborate effectively. Proficiency in data analysis to identify trends, extract insights, and drive data-informed decisions. Ability to manage complex projects and initiatives related to customer experience. A strong advocate for the customer, with a deep understanding of their needs and how to address them.