Vice President, Customer Experience

At NAVEX, we're making the world a better place. A safer place. A more ethical place. A place where anyone, anywhere can have a voice. That's a serious impact.

NAVEX is seeking a visionary Vice President of Customer Experience (CX) to lead the transformation of our end-to-end customer lifecycle and deliver a world-class compliance and risk management experience. This executive will architect and operationalize NAVEX's One-Contact CX Model into a unified customer engagement framework that ensures consistent, value-driven relationship management.

As the leader of NAVEX's Customer Experience organization, this role is accountable for customer retention, adoption, value realization, expansion readiness, and overall customer health. The VP of CX will play a pivotal role in driving predictable revenue performance, strengthening customer trust, and scaling NAVEX's impact across our global customer base.

What you'll get:

• Meaningful Purpose. Your work helps organizations operate with integrity and protect their people-at a scale few companies can match.
• High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You'll be trusted with real ownership and supported to do the best work of your career.
• Candid, Supportive Culture. We communicate openly, challenge ideas-not people-and value teammates who embrace bold thinking and continuous improvement.
• Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
• Rewards for Results. We provide clear, competitive compensation designed to recognize measurable outcomes and real impact.

• Lead the strategic design and execution of NAVEX's Customer Lifecycle Value & Impact Framework
• Drive implementation of the One-Contact Customer Experience Model, enduring consistent communications and outcomes
• Build and champion a unified CX vision aligned to NAVEX's mission
• Partner cross-functionally to ensure customer voice influences business priorities
• Drive GRR, NRR, and CLTV performance
• Standardize lifecycle playbooks for adoption, value, renewal, and expansion
• Ensure value hypotheses, risk signals, and success plans are consistently executed
• Drive proactive, data-driven engagement using NAVEX telemetry and insights
• Lead, mentor, and scale global CX teams including CSMs, AMs, and Renewals, fostering a culture of value-based engagement and continuous improvement
• Align performance incentives and coaching to customer-centric outcomes
• Strengthen customer advocacy programs including references and advisory boards
• Redesign customer journeys to eliminate friction and highlight NAVEX value
• Implement automation, AI, and systems to streamline CX operations
• Partner with operations to scale CRM, CS tools, and telemetry
• Establish governance, quality standards, and CX dashboards for KPIs

• 15+ years in Customer Success, CX, AM, or SaaS post-sales leadership
• Proven ability to improve retention, expansion, and global CX performance
• Experience leading large-scale transformations and organization redesigns
• Expertise in data-driven CX, customer health, and lifecycle analytics
• Strong executive communication and cross-functional influence skills
• Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
• AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
• Ability to drive results through your job competencies of talent development, strategic execution, influence, decision making, effective communication and process improvement while leveraging NAVEX's core values

• We'll be clear, we'll move fast, and we'll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make-and we commit to doing that every step of the way.
• The starting pay range for this role is $200K+ per annum with a 20% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.