VP, Customer Experience

VP, Customer Experience

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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 translates 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.

• 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.

• 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

• 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.

• Bachelor’s degree required; MBA or equivalent executive experience preferred.

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

At Acrisure, we’re building more than a business, we’re 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 Children’s Hospital in Grand Rapids, Michigan, UPMC Children’s Hospital in Pittsburgh, Pennsylvania, and Blythedale Children’s Hospital in Valhalla, New York.

• Physical Wellness:
  Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness…