Senior Vice President, CX (Customer Experience)

Responsibilities

• Define the vision, strategy, and long-term evolution of the Customer Experience team.
• Establish standard processes, frameworks, and methodologies that elevate critical thinking across the brand.
• Champion a customer-first mindset and ensure insights are translated into actionable business and brand strategies.
• Represent the CX discipline internally and externally through thought leadership, innovation, and industry engagement.
• Serve as the executive strategic advisor to senior clients and internal leadership.
• Guide teams in uncovering customer, market, and business insights that inform integrated marketing and experience strategies.
• Partner with Capability and Client leaders to ensure strategic alignment across disciplines.
• Identify emerging trends, technologies, and research approaches that strengthen client recommendations.
• Lead, mentor, and develop CX leaders while fostering a collaborative, inclusive, and high-performing culture.
• Build organizational capability through coaching, succession planning, and talent development.

Requirements

• Proven executive leadership experience building and leading strategic, cross-functional teams.
• Demonstrated success advising senior clients and influencing business strategy.
• Deep expertise in customer insights, research, experience strategy, and integrated marketing.
• Exceptional communication, storytelling, and executive presentation skills.
• Passion for innovation, collaboration, and continuous improvement.
• 15+ years of experience in customer experience, insights, strategy, or marketing.
• 8+ years leading teams and developing organizational capabilities.
• Bachelor's degree required; advanced degree a plus

Preferred

• Agency and healthcare/pharmaceutical experience preferred.

Benefits

• Publicis Groupe provides robust and inclusive benefit programs and policies to support the evolving and diverse needs of our talent and enable every person to grow and thrive.
• Our benefits package includes medical coverage, dental, vision, disability, 401K, as well as parental and family care leave, family forming assistance, tuition reimbursement, and flexible time off.