One of my client, a category-defining SaaS company entering a new phase of scale.

With a strong product foundation and international footprint, the business is evolving from rapid expansion to a more mature phase focused on

delivering exceptional customer experiences at scale . As part of this journey, they are looking to appoint a

VP of Customer Experience

to redefine and elevate the end-to-end customer journey globally.

This is a pivotal leadership role, designed to ensure that customer experience becomes a true competitive advantage and a core driver of long-term growth.

The Opportunity You will own and shape the entire customer experience across the lifecycle—from onboarding to long-term engagement-bringing consistency, quality, and strategic intent to every touchpoint.

This role goes beyond traditional Customer Success. It is about

designing a seamless, high-impact experience that drives loyalty, advocacy, and sustainable growth .

You will sit at the intersection of

customer, product, and operations , ensuring that the voice of the customer is embedded into how the company builds, delivers, and evolves its offering.

What You Will Be Solving

How to deliver a consistent, high-quality customer experience across multiple markets

How to move from reactive support to proactive, insight-driven engagement

How to scale personalised experiences without losing efficiency

How to embed customer feedback into product and company decisions

How to align teams around a shared vision of customer excellence

Your Impact You will lead and evolve a general customer organisation,



setting a clear vision for what great customer experience looks like—and ensuring it is delivered consistently.

You will bring structure, clarity, and ambition to how customer-facing teams operate, elevating both performance and mindset.

You will act as the

Voice of the Customer at executive level , influencing strategic decisions across product, go-to-market, and operations.

Most importantly, you will help transform customer experience from a function into a

core pillar of the company's identity and growth strategy .

What Success Looks Like Success in this role is defined by building a customer experience that is:

Consistent, scalable, and high-quality across all touchpoints

Deeply aligned with customer needs and expectations

A driver of long-term loyalty and advocacy

Embedded into product development and company strategy

Powered by high-performing, engaged teams

The Profile This role requires a leader who combines

customer obsession with operational excellence

You have built and scaled customer experience or customer success organisations within high-growth SaaS environments, and understand the complexity of delivering quality at scale.

You think in systems, not silos - connecting customer journeys, internal processes, and product evolution into one coherent experience.

You are both strategic and hands-on, capable of defining a long-term vision while also driving execution on the ground.

You bring strong leadership presence, with the ability to influence at executive level and inspire teams across regions.

Above all, you believe that

exceptional customer experience is not a support function - it is a growth engine .

📌 VP of Customer Experience (Barcelona)
🏢 Ersilia
📍 Barcelona