VP, Customer Experience

Summary

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.

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

Skills & Capabilities

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

Required Qualifications :

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

Preferred Qualifications

Bachelors degree required; MBA or equivalent executive experience preferred

#Auris

Candidates should be comfortable with an on-site presence to support collaboration team leadership and cross-functional partnership.

Why Join Us :

At Acrisure were building more than a business were building a community where people can grow thrive and make an impact. Our benefits are designed to support every dimension of your life from your health and finances to your family and future.

Making a lasting impact on the communities it serves Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Childrens Hospital in Grand Rapids Michigan UPMC Childrens Hospital in Pittsburgh Pennsylvania and Blythedale Childrens Hospital in Valhalla New York.

Employee Benefits

We also offer our employees a comprehensive suite of benefits and perks including :

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.

and so much more!

This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location.

Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race color religion sex national origin disability or protected veteran status. Applicants may request reasonable accommodation by contacting .

California Residents : Learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy .

Recruitment Fraud : Please visit here to learn more about our Recruitment Fraud Notice .

Welcome your new opportunity awaits you.

Required Experience :

Exec

Key Skills

Business Development,Eclipse,Economics,Accounting,Corporate Risk Management,Brokerage

Employment Type : Full-Time

Experience : years

Vacancy : 1