Vice President of Customer Experience

Company Description

Wind Creek Aruba offers Guests an escape from the everyday into an engaging world of fun, chance, and possibility, where each person feels a sense of belonging and importance. Across all locations, the company focuses on delivering a first-class experience while nurturing a distinctive culture that values team members in meaningful ways. Guided by the principles “Do it right. Be the best. Have fun.” Wind Creek integrates its Purpose and Values into every Guest interaction. The organization emphasizes genuine connection, positive energy, and human caring in the workplace, aiming to create winning experiences for Guests every time they visit. Role Description The Vice President of Customer Experience is a full-time remote role responsible for shaping and leading the end-to-end Guest experience strategy for Wind Creek Aruba. This position oversees customer service standards, policies, and programs, ensuring a consistent, high-quality experience across all touchpoints. The role involves analyzing customer feedback and performance data, identifying trends, and implementing initiatives to improve satisfaction, loyalty, and engagement. The Vice President collaborates with operations, marketing, and hospitality teams to design guest-centric processes, optimize service delivery, and embed Wind Creek’s Purpose and Values into daily interactions. This role also provides leadership and guidance to customer experience teams, sets performance metrics, and champions continuous improvement in Guest and Team Member experiences.

Qualifications

Strong customer-focused expertise, including Customer Experience, Customer Satisfaction, and Customer Service skills. Advanced Analytical Skills to interpret data, identify trends, and drive evidence-based decisions. Demonstrated ability in Strategic Planning, particularly in developing and executing customer experience strategies. Proven leadership experience in hospitality, gaming, or service-driven environments, with the ability to inspire and guide diverse teams. Excellent communication, collaboration, and stakeholder management skills, with a focus on building cross-functional alignment. Experience with customer feedback systems, journey mapping, and performance metrics (e.g., NPS, CSAT, retention rates). Bachelor’s degree in Business, Hospitality Management, Marketing, or related field; advanced degree is an asset. Ability to work effectively in a remote setting, manage multiple priorities, and travel as needed to Wind Creek locations.