Chief Client Experience Officer

About the role

We are seeking a Chief Client Experience Officer to lead the design and execution of a global customer experience function for a fast‑scaling digital ecosystem. Reporting directly to the CEO, the role will shape end‑to‑end journeys, drive retention and lifetime value, and embed a data‑driven CX culture across the organization.

Key responsibilities

• Define and own the global CX vision, ensuring consistency across all user‑ and partner‑facing touchpoints.
• Identify friction points, redesign customer journeys and lead cross‑functional initiatives to optimise the full lifecycle.
• Build and scale a CX operating model with clear governance, KPIs, decision‑making frameworks and ownership structures.
• Align Customer Success, Product Design, Partner Experience, Service Operations and AI‑driven solutions around a unified strategy.
• Measure and link CX initiatives to business outcomes such as revenue growth, operational efficiency, retention and LTV.
• Drive organisational transformation by integrating Product, Marketing, CRM and Operations under a cohesive CX approach.

Required profile

• 10+ years of senior experience in Customer Experience, Product Strategy, Product Management or Customer Success within large‑scale digital or consumer‑focused organisations.
• Proven record of improving retention, LTV, engagement and profitability through customer‑centric transformation.
• Deep understanding of customer lifecycle management, unit economics and P&L impact of CX strategies.
• Experience building and scaling global, customer‑focused organisations and leading transformation programmes.
• Strong ability to influence senior stakeholders and drive execution across functions without direct authority.
• International experience across multiple markets with fluency in Russian and English.

Required skills