AVP, Head of Client Experience, Americas

AVP, Regional Head of Client Experience – Americas leads a hospitality-driven client experience across contact centers, in-person touchpoints, and digital channels to create a differentiated, scalable service model. Responsible for end-to-end client journey design, performance management, and embedding service standards; focuses on reducing friction, improving first-contact resolution, and delivering measurable improvements in client satisfaction. Builds and develops managers to sustain service excellence, drive continuous improvement, and align cross-functional teams around a shared client experience strategy. Emphasizes data-informed decision making, journey optimization across online and offline channels, and leadership across fast-paced, high-expectation environments.