EVP, Chief Customer Experience and Marketing Officer

At Vitalant, the impact you make doing work that is purposeful, meaningful, and worthwhile is vital. As a member of our non-profit organization, you can be impact-inspired to provide vital clinical services to communities nationwide, vital products to those in need of a donor's generosity, or vital scientific research that advances blood safety worldwide.

Work Shift (if applicable):

Shift 1 (United States of America)

Job Description:

The Chief Customer Experience and Marketing Officer is a visionary leader who champions customer-centric transformation across Vitalant. This role is dedicated to creating exceptional, unified experiences for donors, patients, partners, and communities - experiences that reflect Vitalant's mission and inspire lifelong engagement. The leader will architect seamless customer journeys, integrate insights from data and feedback, and foster a culture where every interaction strengthens trust and loyalty. In addition to shaping the overall experience strategy, this role will align marketing as a powerful catalyst for engagement and growth, ensuring that brand storytelling, communications, and outreach amplify the impact of these experiences. By harmonizing marketing and experience design, this executive will drive enterprise-wide transformation, unify teams, and position Vitalant as the nation's most innovative and inclusive blood and biotherapies partner.

• Customer Experience Leadership

Defines and implements a holistic experience strategy across all touchpoints—donor recruitment, hospital partnerships, fundraising, and digital engagement.

Champions experience-driven transformation, ensuring every interaction reflects Vitalant's mission and values.

Uses data and feedback to continuously improve satisfaction, loyalty, and advocacy.

• Enterprise Transformation & Change Management

Leads organizational change with a focus on experience unification across marketing, operations, and service delivery.

Builds a culture of customer-centricity and resilience.

• Team Leadership & Unification

Builds and aligns teams around experience-first principles, integrating marketing, communications, and CX functions.

• Brand Stewardship & Marketing Integration

Positions marketing as an enabler of experience excellence.

Directs brand identity and messaging to reinforce trust and engagement.

• Brand Management & Stewardship

Directs the positioning, messaging, and identity of the Vitalant brand across all communication channels.

Upholds the integrity of the brand in every marketplace interaction.

• Integrated Communications

Oversees internal and external communications to align stakeholders with organizational priorities and reinforce the brand promise.

Leads the design and implementation of integrated marketing campaigns spanning digital, traditional, and experiential channels.

Supervises content strategy, creative development, and media placement efforts.

• Market Insights & Analytics

Employs market research, competitive intelligence, and customer feedback to drive informed decision-making and foster continual improvement.

• Budget & Performance Management

Manages budgets, resource distribution, and performance indicators to ensure optimal return on investment and realization of established KPIs.

• Performs all assigned duties in compliance with internal SOPs and external regulations.
• Assures quality customer service to all customers.
• Performs all other duties, at the discretion of management, as assigned

REQUIREMENTS:

KNOWLEDGE/EDUCATION

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field, required.
• Master's degree (MBA or equivalent) with a focus on Customer Experience, Marketing, or Strategy preferred.
• Extensive knowledge and expertise, required. To include:
• Customer engagement and journey design.
• Enterprise marketing leadership and integrated marketing strategy.
• Brand management and stewardship across diverse channels.
• Data-driven marketing, marketing automation and analytics.
• Cross-functional leadership and driving alignment across diverse business units.

LICENSES/CERTIFICATIONS

• CCXP (Customer Experience Professional) highly preferred;
• Prosci Change Management preferred.
• Digital Marketing Certifications (Google, HubSpot), preferred.

EXPERIENCE

• 15 years of progressive leadership experience in enterprise marketing, brand management, customer experience, or related disciplines, required. To include:

a. 8 years in senior management roles with demonstrated success in leading cross-functional teams and enterprise-wide initiatives.

b. Proven success in leading marketing strategy, brand management, and digital transformation initiatives.

c. Demonstrable success in establishing and executing large-scale marketing and customer experience strategies.

d. Proven track record of implementing successful growth strategies, including strategic planning and business development.

e. Track record of driving innovation and deploying new technologies to enhance marketing performance and customer experience.

f. Distinguished record of driving significant business outcomes through marketing and customer experience initiatives.

g. Experience within non-profit or mission-driven organizations, with ability to develop strategic partnerships and drive organizational growth, preferred.

SKILLS/ABILITIES

• Strategic & Analytical Thinking

Visionary and innovative thinker with strong business acumen.

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Ability to think strategically, synthesize complex business and financial data, and develop innovative solutions.

Strong analytical, statistical, and financial modeling skills to support decision-making and evaluate feasibility of new ventures.

Ability to analyze market trends and identify strategic opportunities and translate insights into actionable strategies.

• Leadership & Execution

Proven ability to balance strategic vision with hands-on execution.

Strong leadership and team development skills, including coaching and motivating senior and executive-level managers.

Participative management style with the ability to lead cross-functional teams and drive enterprise alignment.

High emotional intelligence and executive presence.

• Communication & Influence

Effective oral and written business communication skills.

Excellent storytelling skills, with the ability to represent marketing vision.

Ability to influence stakeholders and communicate complex ideas clearly and persuasively.

Exceptional negotiation and relationship-building skills with internal and external stakeholders.

• Organizational & Operational Excellence
• Ability to organize, prioritize, and execute a variable workload and multiple priorities.
• Demonstrated ability to work in a matrixed, mission-driven organization.
• Skilled in managing confidential information with discretion.
• Commitment to the organization's mission, values, and community orientation
• Integrity & Collaboration
• High degree of integrity and ethical standards.
• Ability to work collaboratively in a team environment and as an active member of management.
• Interpersonal competencies
• Must possess the skills and abilities to successfully perform all assigned duties and responsibilities.

PHYSICAL REQUIREMENTS

This position requires the ability to perform the following (expressed as hours per shift):

• Sitting 5+
• Standing 0-3
• Walking 0-3
• Lift (40# Max) 0-3
• Carry/move (40# max) 0-3
• Push/pull (10# of force max) 0-3
• Climbing N/A
• Bend 0-3
• Squat 0-3
• Kneel 0-3
• Reaching above shoulders 0-3
• Reaching knee to waist 0-3
• Reaching floor to knee 0-3
• Grasp N/A
• Handling 0-3
• Pinch N/A
• Driving 0-3

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified.

Location:

9305 East Via de Ventura Scottsdale, AZ 85258

Job Category:

Corporate

Contact Information: careers@vitalant.org

If you are impact-inspired to help others, and making a difference is vital for you, you'll experience a career built on purpose, a company created to care, and a team committed to lead - together.