Customer support software
10 VPs of customer experience
These ten VPs of customer experience hold or have held a vice president of customer experience title, including variants such as Vice President of Customer Experience & Support. Readers can learn how the role organizes support and contact center teams, tracks customer satisfaction and works with product and operations leaders.
Professionals to explore
01—10Carin Falconer
LinkedInExperience: Vice President, Customer Experience · Quince
Vice President, Customer Experience at Quince since 2022. At Amazon she was Head of Ring Global Community Support (Customer Service) (2019–2021), where the profile says she led and scaled contact center operational functions, Director, Worldwide Customer Returns Customer Experience (2017–2019) and Sr. Manager, WW Customer Returns (2014–2017); she was also VP of Service at Conn's HomePlus (2010–2014).
Ericka Lucas
LinkedInExperience: Vice President of Customer Experience & Support · Bob's Discount Furniture
Vice President of Customer Experience & Support at Bob's Discount Furniture since 2024. Former Bob's Discount Furniture roles are Vice President Of Customer Support (2022–2024) and Director of Customer Experience (2019–2022); at Macy's she was Network Director of Home Delivery & Quality (2018–2019) and Director of Delivery (2017–2018).
Jennifer Wilson
LinkedInExperience: VP, Customer Experience · Sunrun
VP, Customer Experience at Sunrun since 2023, while also listing Senior Director, Escalations & Prevention at Sunrun since 2022. Former Sunrun roles are Director, Legal Operations & Consumer Compliance (2014–2022) and Manager, Customer Care (2012–2014); she was also Assistant Director at PRC Global Market Research (2010–2012).
Jill Rooks
LinkedInExperience: Vice President of Customer Experience and Service · Fluidra North America
Vice President of Customer Experience and Service at Fluidra North America since 2018; the profile describes working to make customer experience a differentiator, and her headline also names her President of Fluidra North America Foundation. Former roles are Director, Information Systems and Technologies at Zodiac Marine & Pool (2004–2016), Senior Principal Consultant at Oracle (2000–2004) and Operations Analyst at Konica Minolta Business Solutions U.S.A., Inc. (1993–2000).
Jose del Corral
LinkedInExperience: Vice President Customer Experience · Coinbase
Vice President Customer Experience at Coinbase since 2026. Former Tesla roles are Head of Product, Customer Experience (2024–2026), Senior Manager, Customer Experience (2019–2024) and Senior Staff Product Manager, Customer Acquisition (2018–2019); he was also Head of Product, Digital at Yahoo (2016–2018).
Josh Gilmore
LinkedInExperience: Vice President, Customer Experience · REMAX
Vice President, Customer Experience at REMAX since 2024. Former REMAX roles are Vice President, Customer Support Services (2022–2024), Executive Director of Product Support (2021–2022) and Director of Product Support (2018–2021); he was also ServiceNow Practice Director at TEAM2 (2018).
Karla Bautista
LinkedInExperience: VP of Customer Experience · Attain
VP of Customer Experience at Attain since 2024; her profile headline describes building scalable CX and support operations for consumer apps. Former Attain roles are Director of CX (2021–2024) and Head of CX (2019–2021), and she was Senior Support Team Lead (2016–2018) and Support Specialist (2015–2016) at PerkSpot.
Kimberly Saxton
LinkedInExperience: Vice President, Customer Experience, North America · Superior Plus Propane
Vice President, Customer Experience, North America at Superior Plus Propane since 2025; the profile says she leads a 400-person, 24×7×365 North American customer experience organization supporting about 750,000 customers, accountable for contact center operations and service delivery, digital engagement, Voice of Customer and quality assurance. Other Superior Plus Propane roles include Vice President, NA Operations Field Execution, Transformation Office (since 2026) and General Manager, Customer Engagement (2024–2025).
Martha Tobolski
LinkedInExperience: Vice President of Customer Experience · Clarity Voice
Vice President of Customer Experience at Clarity Voice since 2025; the profile cites experience across telecom product management and the customer experience lifecycle. Other roles include Director of Product (2023–2025) and Director Customer Experience (2010–2025) at Clarity Voice and IT Project Coordinator and Technical Support at Lighting Supply (2008–2010).
Maxine Karlinsky
LinkedInExperience: Vice President of Customer Experience · Beyond
Vice President of Customer Experience at Beyond since 2024. Former roles include Director of Strategy & Effectiveness at Actabl (2023–2024), Industry Mentor - Customer Success at Pathrise (2023–2024), Senior Manager, Customer Experience, Work at DoorDash (2021–2022), where the profile says she oversaw the scaled book of business and implementations, and Vice President of Customer Success at Alice by Actabl (2020–2021).
Choose the right perspective
Match the person's setting, such as a consumer app, a retailer or a B2B software company, to the customers and channels you serve. Ask early how large a support organization they have run, since advice for a small team differs from advice for a round-the-clock contact center.
Questions to take into the conversation
- 01Which customer experience metrics do you report to leadership, and how do you tie them to retention or revenue?
- 02How do you decide what to automate in support and what to keep with human agents?
- 03What did you change first when you took over the customer experience organization?
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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