Chief Customer Officer

At Morgan Philips Outsourcing we are searching for a Chief Customer Officer to lead the Customer Experience and Customer Service strategy and transformation agenda for a large international organization, driving meaningful improvements in customer satisfaction, operational excellence, and competitive differentiation. This executive will define the future vision of the function, lead organizational change, and deliver measurable impact across customers, teams, and business performance.

Key Responsibilities

• Define and implement the overall Customer Experience, Customer Service, and Customer Engagement strategy.
• Lead the end-to-end transformation of the customer journey, identifying opportunities to enhance every stage of the customer experience.
• Drive initiatives that improve customer satisfaction, loyalty, retention, and brand perception.
• Lead multidisciplinary teams across Customer Experience, Customer Service, Engagement, Performance, and Transformation projects.
• Collaborate cross-functionally with multiple stakeholders to deliver a seamless and consistent customer experience across all touchpoints.
• Champion organizational transformation, service excellence, and continuous process improvement initiatives.
• Define, monitor, and optimize key customer and service performance indicators.
• Oversee initiatives related to customer journey design, contact centers, supplier management, reporting, and project management.
• Act as a change leader, fostering a customer-centric culture and influencing stakeholders across the organization.

• University degree required; MBA or postgraduate education is considered an advantage.
• Extensive experience leading Customer Experience, Customer Service, Customer Engagement, Transformation, or related functions.
• Proven track record of delivering large-scale transformation initiatives with measurable customer and business impact.
• Deep understanding of end-to-end customer journey management and best-in-class service models.
• Experience leading large, multidisciplinary teams in complex organizational environments.
• Strong ability to influence and align stakeholders without direct authority.
• Strategic mindset combined with strong execution capabilities and a results-driven approach.
• Experience in customer-centric industries such as hospitality, premium retail, consumer services, or organizations recognized for service excellence.
• Fluent English is required; Spanish is highly desirable.
• Willingness to relocate to or be based in Barcelona.
• Potential and ambition to grow into broader leadership responsibilities over time.