Chief Client Experience Officer

Role overview

This opportunity is being shared on behalf of a partner organization that will handle applications and the next stages of the process. The hiring company is seeking a Chief Client Experience Officer located in Canada.

This is a senior leadership position with broad influence over the complete customer experience across a large global digital environment. Reporting directly to the CEO, this leader will build a new customer experience capability from the ground up and help shape how users and partners engage with the business at scale. The role calls for a strong customer-first mindset, the ability to lead transformation in a fast-moving, analytics-led setting, and a sharp focus on improving journeys, reducing friction, and creating operating models that can grow sustainably. Success in this role is expected to contribute meaningfully to retention, customer value, trust, and long-term growth.

Responsibilities

• Set the global customer experience direction and oversee execution across the full user and partner journey.
• Improve retention, lifetime value, engagement, trust, and profitability through targeted CX programs and evidence-based decisions.
• Map the ideal customer journey, pinpoint points of friction, and coordinate cross-functional work to improve every stage of the lifecycle.
• Create and expand a customer experience operating model with governance, ownership, KPIs, and clear decision paths.
• Track performance measures that connect CX work to commercial outcomes such as growth and efficiency.
• Align and guide Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled solutions.
• Support organizational change by bringing Product, Marketing, CRM, and Operations into alignment around one shared CX strategy.

Requirements

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a closely related executive leadership function.
• A strong history of improving retention, LTV, engagement, and profitability through customer-focused transformation.
• Deep knowledge of customer lifecycle management, unit economics, and how CX affects P&L results.
• Proven ability to build and scale international, customer-centered teams and transformation initiatives.
• Experience working through influence with senior stakeholders and cross-functional partners, rather than relying on direct reporting lines.
• International exposure across multiple markets, plus fluency in Russian and English.
• Highly analytical with the ability to balance long-term strategy and practical execution.

Perks and benefits

• 100% remote work arrangement.
• Salary details will be shared during the recruitment process before an offer is made.
• 28 calendar days of annual leave.
• 7 extra wellness days each year for recovery or household needs.
• Referral incentives of up to $5,000 based on performance.
• 50% reimbursement for professional training, conferences, and industry events.
• Discounted English language courses through corporate partnerships.
• Health-related support of up to $1,000 gross per year for insurance or medical expenses for employees and eligible family members.
• Support for home office or co-working costs of up to $1,000 gross every three years.
• Internal recognition rewards that can be exchanged for merchandise, experiences, and team activities.

Additional information

The hiring process uses an AI-assisted matching system to review applications quickly and fairly against the core requirements. The strongest matches are shortlisted and forwarded to the hiring company, where the internal team manages interviews, assessments, and final hiring decisions.

Data privacy notice

By applying, candidates consent to the processing of personal data for evaluation and sharing with the employer based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may request access, correction, deletion, or objection to their data at any time.

The recruitment process may use AI tools to assist with resume review, application analysis, response assessment, and the detection of inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are made by people.