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Role Description The Vice President of Customer Experience is a full-time remote role responsible for shaping and leading Synergy Vita’s end-to-end customer journey. This role oversees customer service operations, customer satisfaction initiatives, and experience design across all touchpoints, including digital platforms, support channels, and post-purchase engagement. The Vice President will collaborate with cross-functional teams to define customer experience strategies, set performance metrics, and implement programs that improve loyalty, retention, and brand advocacy. Daily responsibilities include analyzing customer feedback and data, identifying areas for improvement, guiding teams on service standards, and ensuring that customer insights inform product development and marketing. The role also involves mentoring leaders in customer-facing functions, establishing best practices, and building scalable processes that reflect Synergy Vita’s commitment to whole-person health and evidence-led solutions.
Qualifications
* Strong customer-focused capabilities, including Customer Experience and Customer Satisfaction skills.
* Expertise in Customer Service operations and leadership to guide customer-facing teams.
* Advanced Analytical Skills to interpret data, customer feedback, and performance metrics for decision-making.
* Demonstrated strength in Strategic Planning to design and implement long-term customer experience initiatives.
* Proven experience in senior customer experience or customer success leadership roles, preferably in health, wellness, or consumer products.
* Excellent communication, collaboration, and stakeholder management skills across diverse teams and levels.
* Track record of building and optimizing remote, distributed teams and scalable customer-centric processes.
* Bachelor’s degree in business, marketing, health sciences, or a related field; an advanced degree is an asset.
* Familiarity with digital customer experience tools, CRM platforms, and feedback management systems.