Vice President, Customer Experience

We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in.

To start a career that is out of the ordinary, please apply...

Kantar is seeking a Vice President of Customer Experience to help accelerate growth, shape client conversations, and elevate our role as a trusted CX advisor within our Insights business. This role brings deep CX expertise directly into our most important commercial and client moments—where strategy, credibility, and execution matter most.

The VP of CX is a senior leader who combines subject‑matter authority with commercial instinct. You will partner closely with Kantar Client Partners, New Logo Sales, and delivery teams to win and expand high‑value CX engagements, influence executive stakeholders, and strengthen Kantar’s position as a leader in modern customer experience. The role directly reports to the EVP of Customer Experience at Kantar.

The Role

This role sits at the intersection of growth, strategy, and client impact. You will act as a senior CX advisor in complex opportunities, helping clients move beyond tools and research toward enterprise‑level CX transformation. Your presence will raise the quality of conversations, sharpen our point of view, and increase confidence with senior decision‑makers.

You will support priority pursuits and strategic accounts, shape winning CX narratives, and engage selectively post‑sale on flagship or highly visible CX programs. Externally, you will represent Kantar as a credible CX leader with clients, partners, and the broader market as we scale our CX practice in North America.

What You’ll Do

• Partner with Kantar sales teams and client partners on priority pursuits and complex enterprise opportunities
• Serve as a senior CX strategist in executive‑level client conversations, workshops, and briefings
• Help clients define CX ambition, business cases, and transformation roadmaps grounded in real outcomes
• Shape proposals and pitches by framing compelling CX narratives and differentiated value propositions
• Coach account and pursuit teams on CX strategy, storytelling, and executive presence
• Act as a trusted advisor to delivery teams on high‑profile or complex CX engagements
• Contribute to CX go‑to‑market strategy, thought leadership, and external visibility for Kantar
• Represent Kantar at client events, industry forums, and with strategic partners like Qualtrics and Medallia as a senior CX voice

What Success Looks Like

You are successful when your expertise changes the conversation—when clients see Kantar not just as a research partner, but as a strategic CX advisor to drive brand growth. Your involvement improves win rates, deal quality, and executive engagement. Internally, teams seek you out to elevate thinking, sharpen strategy, and increase impact. Clients demand to work with you.

Experience Required

• 10+ years of experience leading, advising, or consulting on enterprise CX programs within complex organizations
• Proven track record supporting or influencing growth in high‑value, complex sales environments
• Experience designing and implementing CX strategies, operating models, measurement frameworks,
• Background in consulting, professional services, or senior in‑house CX leadership at a recognized organization

CX & Strategic Expertise

• Deep expertise across modern CX disciplines, including strategy, VoC systems, platforms like Qualtrics or Medallia, journey‑centric design, governance, measurement, and change management
• Strong ability to connect CX to Brand growth, loyalty, employee experience, and financial performance
• Commercial mindset with the ability to translate CX vision into pragmatic, value‑driven outcomes

Executive Presence & Influence

• Executive‑level communicator with the ability to simplify complexity and influence senior stakeholders
• Credibility to engage C‑suite leaders as a peer and trusted advisor
• Strong storytelling skills across live presentations, workshops, and written narratives

Thought Leadership & Market Presence

• Established credibility in the CX field through advisory work, speaking, writing, or research
• Comfort representing Kantar externally with clients, partners, and industry audiences
• Clear point of view on where customer experience is heading and how organizations should respond

What’s In It For You

We provide a highly competitive benefits package!

• Medical plans with comprehensive, affordable coverage for a range of health services
• Health Savings Account/FSA
• Dental, Vision and benefits to cover unique healthcare needs
• Wellness Program
• 401k with matching
• Tuition Reimbursement, Commuter benefits
• Unlimited PTO

At Kantar, we go beyond the obvious, using intelligence, passion, and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us.

We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted, and are allowed to flourish. We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking, and better commercial outcomes.

Kantar is committed to inclusion and diversity; therefore, we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status, or any other legally protected characteristics.

PRIVACY DISCLOSURE: By applying to this opportunity, you consent to the personal data you provide to us being processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS for as long as is necessary for recruitment purposes.

The salary range for this role is $141,800 - $200,000/year, plus competitive variabe pay. Your final base salary will be determined based on several factors, which may include but are not limited to location, work experience, skills, knowledge, education, and/or certifications. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.