SVP, Customer Experience

Why You'll Love Cisco

We change the World, you will become passionate about your employer and the brand you represent. Everything is converging on the Internet, making networked connections more meaningful than ever before in our lives. Our employees' groundbreaking ideas impact everything. Here, that means we take creative ideas from the drawing board to dynamic solutions that have real world impact. You'll collaborate with Cisco leaders, partner with mentors, and develop incredible relationships with colleagues who share your interest in connecting the unconnected. You'll be part a team that cares about its customers, enjoys having fun, and you'll take part in changing the lives of those in our local communities. Come prepared to be encouraged and inspired.

As Senior Vice President of Customer Experience for Americas, you will be at the forefront of driving growth through a cohesive, tech-enabled CX strategy, working across critical functions to deliver transformative results. This is a unique opportunity for a growth minded, data-driven, technically skilled leader to significantly impact customer satisfaction, retention, and company growth.

Who You'll Work With

Reporting to the Executive Vice President & Chief Customer Experience Officer, this role will be accountable for $9B in revenue and an organization of approximately 3,500 employees. The SVP of Customer Experience (CX) Americas will lead the development and execution of a customer-focused, growth-oriented, technology-driven customer experience strategy and plan. This role requires deep technical expertise and a strategic focus on scaling and optimizing customer interactions to drive measurable growth. A critical driver of success in this role is the collaboration with Sales, Partners and other CX teams: EMEA/APJC leaders, Adoption, Renewals, and Customer Support. This role will ensure we always have an integrated approach that delivers value to the customer, strengthens customer loyalty, maximizes retention, and fuels business expansion.

What You'll Do

Key Responsibilities:

* Growth-Driven: You have a proven ability to lead and deliver on growth-focused strategies that drive measurable revenue impact. You have a Customer-Centric Mindset, and are committed to creating seamless, engaging experiences that drive long-term loyalty.

* Develop and implement an Americas plan that prioritizes Bookings, Revenue and ARR growth, customer retention and expansion.

* Define and execute growth-oriented metrics, focusing on increasing conversion rates, expanding cross-sell and upsell opportunities, and enhancing customer loyalty and advocacy.

* Build scalable CX initiatives that drive growth and satisfaction, ensuring alignment with CX and Cisco wide business and financial goals.

* Cross-Functional Collaboration: You are skilled at building and leading collaboratively to deliver unified, growth-focused customer solutions.

* Work closely with Sales, Partners and other CX leaders: EMEA/APJC leaders, Adoption, Renewals, and Customer Support teams to ensure a great experience for the customer through the entire lifecycle.

* Align closely with Americas Sales to jointly own the customer plan, support revenue targets, and identify cross-sell/upsell opportunities.

* Partner with EMEA/APJC CX leaders to drive the new Operating model.

* Partner with Adoption and Renewals teams to drive customer engagement/adoption, increase renewal rates, and reduce churn.

* Collaborate with Partner teams to scale and grow through channel partnerships, expanding reach and maximizing value delivery across customer segments.

* Coordinate with Customer Support to know the end-to-end customer sentiment and enhance the overall customer experience.

* Partner with Finance to implement and maintain rigorous forecast processes across all facets of the P&L and own annual plan and weekly/monthly quarterly commits for Services.

* Team Leadership and Talent Development: You are known for building and leading high performing, forward thinking teams.

* Build and lead a high-performing organization, hiring top talent and developing a team of leaders with strong technical skills and a growth and optimization mindset.

* Mentor and empower leaders to foster a collaborative, customer-centric culture.

* Implement talent development programs to upskill the team in areas such as AI, data analytics, and customer experience optimization, ensuring the team remains at the forefront of industry trends and technologies.

* Technical Leadership and AI-Driven Optimization: You have proven record of using technology and data to drive measurable business growth, optimize customer journeys, and scale customer interactions.

* Lead the integration of AI through all aspects of Plan, Design and Implement, creating efficiency and driving consistency, quality and improved security.

* Leverage automation and AI to optimize each stage of the customers journey, enabling personalization at scale, and enhancing customer satisfaction.

* Collaborate with engineering teams to implement and scale AI-driven insights that support growth. Scale by leveraging AI insights and automation, optimizing each customer touchpoint while delivering high-quality customer experiences.

* Operational Excellence and Delivery Optimization: You have strong ability to leverage data and insights for customer experience optimization.

* Track and analyze growth metrics, ensuring initiatives contribute to business expansion.

* Develop and refine delivery frameworks that enhance speed, reliability, and efficiency, directly supporting growth targets, optimizes margin and improves scalability.

* Lead process automation and workflow optimization to deliver consistent, high-quality experiences that support growth across customer interactions.

* Ensure all delivery systems are streamlined and optimized, balancing simplicity with the technical sophistication required for operational scalability.

* Focus on Customer-Centric Design: You thrive on Simplicity.

* Champion simplicity throughout the customer journey, ensuring that processes, interfaces, and interactions are intuitive and easy to navigate.

* Champion simplicity internally, simplifying the day in the life of the team. Implement AI and automation solutions that streamline interactions, reduce complexity, and create frictionless, growth-oriented experiences.

* Embed growth-enabling improvements in every customer touchpoint, ensuring all interactions support engagement, loyalty, and retention.

* Innovate ways to deliver personalized, proactive, and predictive solutions that meets evolving customer needs.

Who You Are:

Our minimum requirements for this role:

* 20 years of experience in the software, services and technology industry sector with proven General Management experience.

* Minimum of $5B-10B in revenue responsibility and will manage a minimum of 2,000+ employees, preferably across multiple countries.

* Degree or equivalent experience in Business / Engineering or relevant disciplines.

Why Cisco

#WeAreCisco, where each person is unique, but we bring our talents to work as a team and make a difference powering an inclusive future for all.

We embrace digital, and help our customers implement change in their digital businesses. Some may think we're "old" (36 years strong) and only about hardware, but we're also a software company. And a security company. We even invented an intuitive network that adapts, predicts, learns and protects. No other company can do what we do - you can't put us in a box

But "Digital Transformation" is an empty buzz phrase without a culture that allows for innovation, creativity, and yes, even failure (if you learn from it.)

Day to day, we focus on the give and take. We give our best, give our egos a break, and give of ourselves (because giving back is built into our DNA.) We take accountability, bold steps, and take difference to heart. Because without diversity of thought and a dedication to equality for all, there is no moving forward.

So, you have colorful hair? Don't care. Tattoos? Show off your ink. Like polka dots? That's cool. Pop culture geek? Many of us are. A passion for technology and world changing? Be you, with us

#WeAreCisco

Cisco is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.