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What is the role and responsibility of a chief experience officer?

The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand.

The C-suite has expanded beyond the traditional roles of CEO, CFO and COO. There are now more technical executive roles, such as the CIO, CTO, chief security officer and -- the newest addition to this team -- the chief experience officer.

The CXO provides leadership in user experience strategy, treats corporate UX assets as intellectual property and is responsible for the resources used to create and maintain UX assets.

In the past, when the internet was primarily made up of basic HTML websites, it was easy to dismiss UX as just a step above branding. Today, the systems supporting apps and services are more complex, and they must be deliverable on a variety of screen sizes. The look and feel of applications and the quality of services are critical to success in the marketplace. High-quality UX is no longer a luxury; it is a priority.

The chief experience officer role is so new that its career path has not had time to fully evolve, but people in these positions generally have a graduate-level education and considerable experience in software development and support, as well as additional certification. It is also essential to have a strong understanding of the business systems that the applications and services under review support, as well as knowledge and experience with the enterprise customer base.

According to PayScale, the average CXO makes about $177,000 a year.

This was last published in March 2019

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