Vice President, Global Insights & Customer Experience

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

Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information. 

We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities. 

As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.