Customer Experience Champion

Job Description: The Customer Experience Champion is responsible for collecting and delivering customer feedback insights to inform experience improvement roadmaps and priorities. This role develops and executes strategies for customer and employee delight initiatives, and supports communication and training efforts to drive customer-centric improvements across the organization.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

Customer & Employee Delight Initiatives

• Develop, test, and implement strategies to deliver customer and employee delight.
• Collect and analyze data from experiments to draw actionable conclusions.
• Support the strategic vision and execution of delight programming.

Communication & Outreach

• Partner with customer & employee communications teams to create and execute drip campaigns and webinars highlighting improvements from customer feedback.
• Conduct one-to-many and one-to-one outreach to customers, closing feedback loops, and facilitating focus groups.
• Consolidate feedback into CX platforms for broader analysis.

Elevating Employee Engagement

• Champion a culture of inclusion, recognition, and purpose across Customer Success & Support teams.
• Design and implement employee engagement strategies aligned with customer experience outcomes.
• Lead initiatives that foster team connection, motivation, and retention—such as recognition programs, pulse surveys, and engagement campaigns.
• Partner with cross-functional leaders to embed engagement into onboarding, training, and performance development.
• Drive adoption of feedback loops that amplify employee voice and inform continuous improvement.
• Facilitate employee-led forums and committees to promote collaboration and innovation.
• Leverage engagement metrics to influence engagement strategy.
• Support change management efforts by ensuring employees feel informed, empowered, and connected to the mission.
• Serve as a visible advocate for employee well-being, professional growth, and purpose-driven work.

Project Management

• Track progress on customer and employee experience improvement roadmaps.
• Perform administrative tasks for EX & CX forums and analytics readouts (agendas, materials, calendars, notes, follow-ups).
• Lead cross-functional initiatives from concept to execution, ensuring alignment with strategic goals and timelines.
• Develop detailed project plans, including scope, milestones, resource allocation, and risk mitigation strategies.
• Facilitate regular status updates, stand-ups, and executive briefings to maintain transparency and momentum.
• Champion continuous improvement by capturing lessons learned and applying insights to future initiatives.

SUPERVISORY RESPONSIBILITIES:

• N/A at this time

KNOWLEDGE, SKILLS AN,D ABILITIES:

• Thrive in a dynamically changing work environment.
• Work effectively independently and as part of a team.
• Develop lasting partnerships with internal/external business partners and customers.
• Strong project management, attention to detail, and organization.
• Intellectual curiosity and desire to build new skillsets.
• Confident communicator, able to build collaborative relationships with executives.
• Action-oriented, initiative-taking, and willing to dig into business challenges.
• Commitment to self-improvement and openness to coaching.
• Grace under pressure and a positive attitude.
• Contribute to a positive team culture valuing high performance, transparency, and work-life integration.

EDUCATION AND TRAINING:

• Bachelor’s Degree in a related field.
• 12+ years’ experience in customer experience or customer success positions.
• 2+ years of technical experience with survey platform technologies (such as Medallia, Qualtrics, etc.).
• 2+ years of technical experience with CRM platform technology (such as Salesforce, Redtail, etc.).
• Technical CX system admin certification(s) preferred.
• Expert proficiency with Microsoft Excel and PowerPoint.

OTHER QUALIFICATIONS: The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.

• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.

• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.

• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.

• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS: The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.