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Acrisure · 1 month ago

VP, Customer Experience

100 East Main Street - OKLAHOMA CITY, OK

Full-time

Onsite

Mid, Senior Level, Lead/Staff

12+ years exp

Acrisure is focused on building a community where people can grow and thrive. The VP of Customer Insights & Strategy is responsible for setting the enterprise-wide customer experience strategy, guiding annual planning, and translating customer data into actionable insights that drive product strategy and revenue growth.

Financial ServicesInsuranceInsurTech

Responsibilities

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

Qualification

Customer Experience StrategyVoice of Customer ProgramsData AnalysisExecutive LeadershipStrategic ThinkingOperational ExcellenceDiversity & InclusionOrganization & PlanningCommunication Skills

Required

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

Preferred

Bachelor's degree required; MBA or equivalent executive experience preferred

Benefits

Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.