Chief Client Experience Officer

Role overview

This opportunity is posted on behalf of a partner organization that will manage applications and all subsequent hiring steps. The employer is seeking a Chief Client Experience Officer located in Austria.

This is a senior executive role with broad influence over the full customer journey within a large international digital ecosystem. Reporting directly to the CEO, the role brings together strategy, product, operations, and customer success. The successful leader will be tasked with creating a new customer experience capability from scratch and using it to improve engagement across a vast global audience. The position calls for a strong customer-first mindset, comfort with fast growth and data-led decision-making, and the ability to uncover friction, redesign journeys, and set up scalable operating structures. The work will affect retention, lifetime value, trust, and long-term business expansion.

Key accountabilities

• Set the global customer experience direction across users and partners while keeping all touchpoints aligned.
• Improve retention, lifetime value, engagement, trust, and profitability through focused customer experience programs and data-backed enhancements.
• Map the ideal customer journey, pinpoint barriers, and lead cross-functional work to strengthen the experience across the full lifecycle.
• Create and grow a customer experience operating model with clear governance, accountability, KPI ownership, and decision frameworks.
• Define and track performance measures that connect customer experience efforts to outcomes such as revenue growth and operational productivity.
• Coordinate Customer Success, Product Design, Partner Experience, Service Operations, and AI-enabled initiatives.
• Guide organizational change by aligning Product, Marketing, CRM, and Operations around a shared customer experience strategy.

Requirements

The ideal candidate is an experienced executive with substantial background in customer experience transformation in large digital or consumer-facing environments.

• At least 10 years of experience in Customer Experience, Product Strategy, Product Management, Customer Success, or a similar senior leadership field.
• Demonstrated success in raising retention, lifetime value, engagement, and profitability through customer-centric change initiatives.
• Solid understanding of customer lifecycle management, unit economics, and how customer experience decisions affect the P&L.
• Clear history of building and scaling global, customer-focused teams and transformation programs.
• Ability to influence senior stakeholders and deliver results through collaboration across functions rather than formal authority.
• International exposure across several markets, with fluency in Russian and English.
• Strong analytical thinking paired with the ability to shape and execute a long-term strategic vision.

Benefits and compensation

• Work fully remotely.
• The salary range will be shared during recruitment before employment.
• 28 calendar days of annual leave.
• 7 extra wellness days each year for rest or household-related needs.
• Performance-based referral bonuses of up to $5,000.
• 50% reimbursement for professional training, conferences, and industry events.
• Discounts on English language courses through corporate arrangements.
• Health support of up to $1,000 gross per year for insurance or medical costs for employees and eligible family members.
• Home office or co-working support of up to $1,000 gross every three years for workspace setup or related costs.
• Access to an internal recognition program with rewards that can be exchanged for merchandise, experiences, and team activities.

Application and hiring process

Applications are handled by the partner company. A matching process is used to review candidates against the role requirements, and the shortlisted profiles are passed to the employer for interviews, assessments, and final hiring decisions. Personal data may be processed for recruitment purposes in line with applicable privacy laws, including GDPR. AI tools may support parts of the review process, but human recruiters make the final decision.