Chief Experience Officer

Chief Experience Officer

Maas Energy Works

United States · Remote

Full-time · Executive

About the Role

We are seeking an experienced Chief Experience Officer (CXO) to lead customer experience strategy, stakeholder engagement, service excellence, and organizational experience initiatives across our renewable energy business.

The Chief Experience Officer will be responsible for developing a consistent, high-quality experience for customers, project partners, agricultural operators, and other key stakeholders throughout the entire business relationship.

This executive will work closely with senior leadership and teams across business development, project development, engineering, operations, technology, and communications to improve customer satisfaction, strengthen long-term partnerships, and support sustainable business growth.

The ideal candidate will bring extensive executive leadership experience, strong commercial judgment, and a demonstrated ability to manage complex customer and partner relationships in renewable energy, infrastructure, or other B2B industries.

Key Responsibilities

• Develop and execute the company's overall customer and stakeholder experience strategy.
• Establish consistent experience standards across customer interactions, project development, operations, and service delivery.
• Lead initiatives to improve customer satisfaction, engagement, retention, and long-term relationship value.
• Build and maintain strong relationships with strategic customers, agricultural partners, energy buyers, and institutional stakeholders.
• Oversee the customer and partner journey from initial engagement through project development, implementation, and ongoing operations.
• Collaborate with business development teams to strengthen customer relationships and support commercial growth.
• Partner with engineering and operations teams to improve communication, service quality, and stakeholder coordination during project execution.
• Develop structured onboarding and engagement processes for new customers and strategic partners.
• Establish customer experience KPIs, satisfaction metrics, feedback systems, and executive reporting frameworks.
• Identify service gaps, operational challenges, and opportunities to improve the overall customer experience.
• Lead customer feedback initiatives and translate stakeholder insights into actionable business improvements.
• Develop customer communication standards, escalation procedures, and issue-resolution processes.
• Support digital experience improvements across customer-facing systems, communication platforms, and service tools.
• Collaborate with technology teams to evaluate digital solutions that improve customer accessibility and service efficiency.
• Oversee strategic account experience and executive-level customer relationship management.
• Coordinate cross-functional initiatives to ensure consistent customer experiences across business functions.
• Support customer experience strategies associated with new projects, market expansion, and commercial partnerships.
• Build and lead high-performing customer experience, engagement, and service management teams.
• Establish organizational accountability for customer satisfaction and continuous service improvement.
• Provide executive leadership with customer insights, experience performance updates, and strategic recommendations.

Qualifications

• 15+ years of progressive experience in customer experience, client services, stakeholder engagement, customer success, business operations, or related disciplines.
• Significant executive leadership experience as a Chief Experience Officer, Chief Customer Officer, Vice President of Customer Experience, Vice President of Client Services , or comparable senior executive.
• Strong understanding of customer experience strategy, stakeholder relationship management, service delivery, and organizational performance.
• Experience within renewable energy, energy infrastructure, utilities, industrial services, or complex B2B business environments is highly desirable.
• Demonstrated success developing and implementing enterprise-wide customer experience strategies.
• Proven ability to manage complex relationships with strategic customers, institutional partners, and business stakeholders.
• Experience leading customer-facing teams and cross-functional organizational initiatives.
• Strong knowledge of customer lifecycle management, service improvement, and relationship development.
• Experience implementing customer experience measurement systems, performance dashboards, and feedback processes.
• Ability to translate customer insights into operational improvements and measurable business outcomes.
• Strong understanding of digital customer engagement platforms, CRM systems, and service technologies.
• Excellent executive communication, strategic planning, negotiation, and relationship management skills.
• Ability to manage geographically distributed teams and collaborate effectively in a remote environment.
• Bachelor's degree in business administration, communications, marketing, organizational management, or a related discipline.
• MBA or another relevant advanced qualification is preferred.

Preferred Experience

• Executive customer experience leadership within renewable energy or infrastructure organizations.
• Experience working with biogas, renewable natural gas, agricultural energy, or utility-related projects.
• Background in enterprise customer relationship management and strategic partnership development.
• Experience improving customer experiences across complex project development and operational lifecycles.
• Familiarity with customer engagement platforms, CRM systems, and service performance analytics.
• Experience leading organizational transformation and customer-focused operational improvement initiatives.
• Demonstrated success strengthening customer retention, stakeholder satisfaction, and long-term commercial relationships