Director of Customer Experience
Confidential search overview
Confidential Search Overview
A confidential insurance client has retained HireAxis to appoint a Director of Customer Experience whose mandate covers owning retention, service quality and the end-to-end customer journey across its insurance business. Based in San Francisco, CA on a hybrid basis, the role reports to the senior director or vice president and carries a remit of Functional ownership with budget accountability. The organisation is 9,000+ employees and privately identified to shortlisted candidates only. The appointed leader inherits 20–70 people and will be measured on the strategic priorities set out below rather than activity.
This opportunity is being handled as a confidential executive search. Certain client and organisational details are withheld at the client's request and may be shared with qualified candidates during the recruiter-led process.
The leadership mandate
The Leadership Mandate
- Develop service leadership talent across regions
- Lead customer success, support and service operations leaders
- Own the voice-of-customer programme across the executive team
First 12 months
Strategic Priorities
Day to day
Key Responsibilities
- Lead escalation governance for strategic accounts
- Deploy service technology and self-serve capability to lift efficiency
- Feed structured customer insight into product and commercial planning
- Own retention, renewal and satisfaction targets for the customer base
- Redesign the customer journey around measurable moments that matter
Leadership profile
Leadership Profile
- Track record improving retention and satisfaction measurably
- Command of service economics and workforce planning
- Customer experience or success leadership at scale
- 10+ years, including team leadership of progressive leadership experience
- Experience operating in the insurance sector or an adjacent regulated market
Track record
Leadership Experience
- Proven leadership of 20–70 people, directly and through other leaders
- Accountability for a budget or P&L consistent with Functional ownership with budget accountability
- Experience presenting to executive committees, boards or investment committees
How success is measured
Key Performance Expectations
Nice to have
Preferred Qualifications
- Enterprise account management background
- Experience deploying customer platforms or automation
What's offered
Benefits
Client Profile
Our client is 9,000+ employees in the insurance sector, headquartered in the United States and well established in its market. Further organisational detail — including the company name, ownership structure and leadership team — is shared with qualified candidates during the recruiter-led process.
Additional Information
- Department: Customer Experience
- Applications close January 29, 1970.
- DEMO CONTENT — this record was created for the HireAxis platform preview and is not a verified client mandate.
- Search process: confidential candidate review, advisor conversation, client presentation, client interview panel and final board or CEO meeting.
- Background, reference and, where relevant, regulatory checks are completed before any offer.
How to apply
Application Instructions
Express confidential interest through HireAxis with your executive profile and a short note on the leadership scope you have owned. A talent advisor reviews every submission and speaks with shortlisted executives before any profile is presented to the client.
Why This Opportunity
The business has grown quickly and now needs an experienced leader to bring structure without losing pace. Leadership is deliberately lean: executives are expected to operate close to the work, publish clear priorities each quarter and hold their teams to measurable outcomes.
Request Confidential ConsiderationYour interest is received by the HireAxis search team only. Nothing is shared with the client organisation without your agreement.
Recruiter-handled
The Confidential Candidate Process
Every stage is managed by a HireAxis talent advisor. Nothing is shared with the client organisation without your agreement.
01
Express Interest
Send your executive profile and a short note on the leadership scope you have owned. Nothing is shared with the client at this stage.
02
Confidential Candidate Review
Our search team reviews your background against the leadership mandate and the client's stated requirements.
03
Recruiter Conversation
A talent advisor discusses the mandate with you in detail, including client context that is not published, and answers your questions.
04
Qualified Candidate Presentation
With your agreement, your profile is presented to the client as part of a shortlist of qualified executives.
05
Client Interview Process
Interviews with the executive committee, board or hiring principals, coordinated and briefed by your advisor.
06
Next Steps
Feedback, references, compensation discussion and offer support — handled through your advisor from start to finish.
Your point of contact
Senior Executive Talent Advisor
HireAxis Confidential Search Practice
Your information will be handled discreetly throughout the initial consideration process.
Demo contact profile — replace with the assigned advisor's details before this search is published.
Candidate Privacy
Information you submit for a confidential search is reviewed by the HireAxis search team and shared only with parties authorised for that search — normally the client organisation and its interview panel — and only after we have discussed the role with you. We ask for your agreement before your profile is presented. Details may also be shared where required by law or by an appointed background-screening provider. No online platform can guarantee absolute confidentiality, so please share sensitive information only when you are comfortable doing so.
Demonstration search content. This brief illustrates how HireAxis presents a confidential mandate and is not a verified live vacancy.