VP of Product Experience

Vice President of Product Experience

Company: Balcony
Employment Type: Full-Time | Remote
Department: Product Experience & Strategy
Level: Vice President

Position Overview

Balcony is seeking an experienced Vice President of Product Experience to lead the company's product experience strategy, improve customer engagement, and help build digital experiences that support long-term business growth.

Great product experiences are not created through design alone. They depend on a clear understanding of customer needs, thoughtful product decisions, strong technical collaboration, and the ability to connect product investments with measurable business outcomes.

The Vice President of Product Experience will work closely with executive leadership, Product Management, Engineering, Design, Finance, and Operations to establish priorities that improve usability, customer satisfaction, and overall product performance.

This role requires an executive who can balance customer expectations with commercial objectives and technical realities. The successful candidate will be expected to lead complex product initiatives, evaluate development investments, and ensure that experience improvements contribute to stronger customer relationships and sustainable financial results.

We're looking for someone who understands how digital products influence business performance and knows how to build teams that consistently deliver useful, reliable, and commercially valuable experiences.

Key Responsibilities

Develop and lead a comprehensive product experience strategy aligned with the company's business objectives, customer needs, and long-term growth plans.

Provide executive leadership across user experience, product design, customer journey optimization, and experience-related product initiatives.

Partner with Product Management and Engineering to establish product priorities, evaluate development requirements, and guide the execution of major initiatives.

Lead customer research, usability evaluations, and product experience assessments to identify opportunities for improvement.

Work closely with Finance to evaluate product development budgets, technology investments, resource allocation, and expected financial returns.

Develop financial and commercial business cases for significant product experience initiatives, platform enhancements, and new capabilities.

Collaborate with Marketing and Customer Success to understand customer acquisition, onboarding, engagement, retention, and long-term customer value.

Establish product experience performance measures covering usability, customer satisfaction, adoption, engagement, and business impact.

Evaluate opportunities to simplify customer workflows, improve product accessibility, and reduce unnecessary friction across digital experiences.

Partner with Operations to identify opportunities for process automation, service efficiency, and improved customer support experiences.

Analyze product usage data, customer feedback, and commercial performance to guide investment priorities and strategic decisions.

Support executive decisions involving product expansion, platform improvements, customer experience investments, and potential strategic partnerships.

Work with Engineering leadership to balance user requirements, technical constraints, development costs, and implementation timelines.

Build and mentor product experience teams while establishing clear expectations for design quality, collaboration, and measurable outcomes.

Prepare executive presentations, product experience assessments, financial recommendations, and performance reports for senior leadership.

Qualifications

15+ years of progressive experience in product management, product experience, user experience design, digital product strategy, or related technology leadership positions.

At least 7 years of senior management experience leading product teams, user experience functions, or enterprise-level product initiatives.

Demonstrated ability to develop product experience strategies, lead cross-functional teams, and deliver measurable improvements in customer satisfaction and business performance.

Strong understanding of user research, interaction design, information architecture, customer journey mapping, and product experience measurement.

Experience working with digital platforms, enterprise software, financial technology, consumer technology, or other technology-driven businesses.

Strong financial management experience, including product budgeting, investment evaluation, cost analysis, financial forecasting, and return-on-investment assessment.

Experience evaluating customer acquisition costs, product adoption, retention, engagement, and long-term customer value.

Ability to balance product development priorities with financial resources, technical limitations, and commercial objectives.

Experience collaborating with executive leadership, Finance, Product Management, Engineering, Design, Marketing, and Operations.

Strong analytical judgment, executive communication, organizational leadership, and strategic planning capabilities.

Experience managing complex product initiatives and leading distributed teams in a remote working environment.

Ability to translate customer research and product performance data into practical business recommendations.

A bachelor's degree in Computer Science, Human-Computer Interaction, Product Design, Business Administration, or a related discipline is required. An MBA or relevant advanced degree is preferred.

Ideal Candidate

You've spent your career developing digital products and leading teams responsible for the experiences customers rely on every day.

You understand that successful product experiences must serve both the customer and the business. You know how to improve usability while considering development costs, commercial priorities, and long-term financial performance.

You're comfortable working with executives, engineers, designers, and financial professionals to evaluate competing priorities and make informed decisions.

You bring a strong understanding of product economics and can assess whether proposed improvements justify the required investment.

You know how to build effective product organizations, develop experienced professionals, and establish accountability for results.

You recognize that customer experience extends beyond the interface. It includes onboarding, product reliability, service interactions, and the consistency of the overall customer journey.

You take a practical approach to innovation. You're interested in improvements that solve meaningful problems and create measurable value rather than adding features simply because they are technically possible.

Most importantly, you understand how to connect product experience strategy with customer loyalty, commercial growth, and financial discipline.

This position is suited to an experienced product executive who wants to influence product direction, strengthen customer relationships, and contribute to long-term business performance.

Pay: $183,000.00 - $249,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Work Location: Remote