Chief Experience Officer (CXO)

Company Description

Emerge Livelihoods is dedicated to building a thriving ecosystem that strengthens the self-reliance of individuals and communities across Malawi and beyond. The organization’s mission is to drive socio-economic growth through inclusive, collaborative, and technology-enabled solutions. Emerge Livelihoods works through a portfolio of interventions, including leadership development and training (Emerge Learn), sustainable entrepreneurship (Emerge4Biz), investment and financing solutions (Emerge Fund), technology and innovation hubs (Emerge Hubs), and gender equality with a focus on women and girls empowerment (She Emerge). By adopting transformative graduation approaches, Emerge Livelihoods provides equitable opportunities that help people transition out of poverty and build lasting livelihoods. Role Description The Chief Experience Officer (CXO) is a full-time, remote role responsible for shaping and leading the overall experience strategy for beneficiaries, partners, and stakeholders across all Emerge Livelihoods programs. The CXO will design and oversee end-to-end experience journeys, ensuring that every interaction with Emerge Learn, Emerge4Biz, Emerge Fund, Emerge Hubs, and She Emerge is inclusive, impactful, and aligned with the organization’s mission. This role involves collaborating with executive leadership and cross-functional teams to integrate user-centered design, feedback mechanisms, and continuous improvement into program delivery and digital touchpoints. The CXO will lead experience-related projects, set metrics for satisfaction and engagement, and communicate insights to internal and external stakeholders to enhance socio-economic outcomes. Day-to-day responsibilities include guiding customer and user experience initiatives, coordinating with technology and program teams, managing key partnerships, and representing Emerge Livelihoods in public and stakeholder-facing forums.

Qualifications

Demonstrated expertise in Customer Experience and User Experience (UX), with a track record of designing and improving end-to-end journeys for diverse user groups. Strong Strategic Planning capabilities, including experience developing and implementing long-term experience strategies that align with organizational goals and social impact objectives. Proven Project Management skills, with the ability to lead cross-functional initiatives, manage timelines and resources, and deliver measurable outcomes. Experience in Public Relations, stakeholder engagement, and external communication, including representing an organization in public forums and building strategic partnerships. Excellent analytical, communication, and leadership skills, with the ability to work effectively in remote, multicultural, and cross-sector environments. Background in social impact, international development, or community-focused initiatives is highly beneficial; experience working in or with African contexts is an advantage. Bachelor’s degree in a relevant field such as Business, Social Sciences, Design, Communications, or a related discipline; advanced degree or equivalent experience is a plus.