No head of CX yet? Borrow ours.
A fractional VP of CX: an experienced support and CX leader on your team one or two days a week, owning the numbers, the managers and eventually the full-time hire. When you’re ready for your own, we hand over.
When CX needs an owner and you don’t have one
Most companies hit this between their first support lead and their first VP. The work needs a senior owner. The budget, or the role, isn’t ready for a full-time one.
Your support lead got promoted past their depth.
They were your best agent. Now they run the team, the tools and the reporting, with nobody above them who has done it before.
The CEO still answers escalations.
Every angry customer finds their way to the founder’s inbox, because nobody else has the authority to fix what went wrong.
Tools get bought with no owner.
A helpdesk, a chatbot and a survey tool, each chosen by whoever needed it that quarter, none of them set up to work together.
The VP search is on month six.
The role is open, the shortlist keeps shrinking, and support drifts while everyone waits for the right hire.
CX has no seat at the leadership table.
Product, marketing and finance all make decisions that land in the support queue, and nobody in the room speaks for the customer.
What a fractional VP of CX owns
Your support leaders
Your support managers report in, get coached every week, and finally have someone to escalate to who has done the job.
The CX plan
Three priorities for the quarter, agreed with leadership and tied to retention or cost to serve.
KPIs and leadership reporting
One scorecard and a monthly readout your leadership team can actually act on.
Tools, vendors and outsourcing
Helpdesk, AI and outsourcing decisions made by someone who isn’t selling you any of them.
The customer’s voice at the table
Feedback and contact reasons turned into decisions that product, marketing and finance act on.
Your full-time hire
The role defined, the search run and your new leader onboarded, so nothing drops at handover.
What the first 90 days look like
Listen first, plan second, and show results by the end of the quarter. It’s the standard shape for fractional leadership, and the one we hold ourselves to.
It usually starts with our six-week CX assessment, so the diagnosis has a head start, then moves to a retainer of one or two days a week.
The first 90 days
- Sit with the team and the queues
- Baseline the numbers that matter
- Three priorities agreed with leadership
- Scorecard and weekly cadence in place
- First two fixes live
- Monthly leadership readout running
Fractional, full-time or a consultant?
Three ways to get senior CX leadership. The right one depends on how much of the week the work actually needs.
A fractional VP of CX
Senior ownership one or two days a week. In your meetings, managing your leads, accountable for the numbers.
Best when the work is senior but not yet full-timeA full-time VP
Every day, fully embedded, and a long search to find the right one.
Best once the function needs more than three days a weekA consultant
A defined project and a deliverable. They advise from outside and leave when the report is done.
Best for one specific questionHow it works
Three months to start, then month to month. You can stop after the first call.
Discovery call
Fifteen minutes on your team, your numbers and what’s missing.
Assessment
Our six-week CX assessment, so the plan starts from evidence.
First 90 days
Diagnose, plan, deliver, with the first fixes live by the end of the quarter.
Run
One or two days a week, managing your leads and reporting to leadership.
Hire and hand over
We define the role, run the search and onboard your full-time leader.
Not ready for a retainer?
Start with the six-week CX assessment. You get the full diagnosis and roadmap, and a clear view of whether you need a fractional leader, a full-time one, or neither.
Free advice while you think it over
All articlesFractional CX, explained
When the model works, when it doesn’t, and what a senior leader costs full-time.
How to build a CX strategy
What goes in one, who should own it, and how to tie it to numbers finance already watches.
Customer service KPIs
Which metrics drive decisions, which only fill dashboards, and how to tell them apart.
Tell us what’s missing.
Fifteen minutes, no deck. Tell us about your team and who it reports to, and you’ll leave knowing whether you need a fractional leader, a full-time hire, or neither.
Book a free 15-min call Rather write? hello@rethinkcx.com