Vice President, Global Insights & Customer Experience
 VSP Vision | |
 United States | |
 Jun 13, 2025 | |
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The Vice President of Global Insights and Customer Experience is responsible for driving customer-centric strategies across the organization's global supply chain. This individual will lead efforts to integrate customer insights, data analytics, and market trends into supply chain operations to deliver exceptional customer experiences, enhance operational efficiency, and support the organization's growth objectives. As a key member of the executive leadership team, the VP will collaborate across functions to align customer experience initiatives with business goals, ensuring the supply chain remains a competitive differentiator.
Lead and oversee the development of a robust insights ecosystem, leveraging advanced analytics and market research to understand customer needs, behaviors, and expectations Define and execute a comprehensive strategy for Global Insights and Customer Experience that supports the organization's supply chain and business objectives Design and oversee initiatives to improve the customer journey within the supply chain, focusing on speed, accuracy, and transparency Ensure alignment between supply chain processes and customer expectations, addressing pain points and fostering seamless engagement Utilize data-driven decision-making to identify opportunities for improving customer satisfaction and operational excellence Identify trends that shape the future of how consumers experience the company's products and services Actively analyze market trends, customer needs, and competitive landscape to identify opportunities for the company's future offerings Partner with GTS (Global Technology Solutions) teams to implement and optimize tools and platforms for real-time data analysis and performance tracking Partner with VSP Enterprise Marketing teams to deliver initiatives driven by data insights, enhancing customer experiences, and driving revenue growth through tailored marketing campaigns and digital strategies Lead cross-functional teams to drive innovation, ensuring the supply chain is responsive to market demands and customer feedback Lead global marketing initiatives driven by data insights, enhancing customer experiences, and driving revenue growth through tailored marketing campaigns and digital strategies Lead initiatives to integrate customer service into the overall marketing strategy, ensuring a seamless and data-informed customer experience across all touchpoints Oversee the development and optimization of selling platforms, including mobile apps and e-commerce solutions, ensuring they are data-driven, user-friendly, and aligned with the overall marketing and sales strategy Define and track KPIs for all data and marketing-related initiatives, reporting regularly to senior leadership on project progress, marketing impact, and technology performance Job Specifications Typically has the following skills or abilities: Bachelor's Degree in Business, Supply Chain Management, Data Analytics or related field, or equivalent experience 10+ years of experience with clear progression to senior leadership/ management roles, leading and motivating cross-functional interdisciplinary teams to achieve strategic goals. Demonstrated strong comprehensive management, leadership, and executive skills Working knowledge of database systems and data modeling principles, ensuring secure and optimized data storage Proficiency with business intelligence (BI) platforms (e.g., Power BI, Tableau) to create real-time dashboards and visualizations Strong background in statistical analysis and data science principles (e.g., machine learning, predictive modeling) using tools such as Python or R. Experience with Customer Relationship Management (CRM) systems (e.g., Salesforce, Microsoft Dynamics) to track and manage customer interactions Awareness of AI-driven technologies (e.g., natural language processing, computer vision) to further enhance insights and improve customer experiences Excellent verbal and written communication skills. Ability to present complex concepts clearly and effectively to various stakeholders Prior experience analyzing and applying a broad organizational and business perspective to identify and maintain focus on key drivers of organizational performance to maintain product viability within the market Strong understanding of market trends/needs, business requirements and balance them successfully Ability to lead, mentor and develop a talented team of high-performing individuals in a fast-paced environment directly and successfully Demonstrated analytic and strategic problem-solving skills Clean credit history as reported by credit report #LI-MARCHON VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. 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