Steven Rivera
Vice President Customer Experience @Scentbird
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WORK HISTORY
Vice President Customer Experience @Scentbird
New York, NY, US
Report directly to CEO and influence C-Suite strategy to embed CX across all business units-Scaled global CX operations while sustaining top-tier satisfaction (CSAT 4.87 in 2025)-Designed and executed AI + automation initiatives-Increased self-service rate from 43% → 67%(2022–2025)-Generated $1.5M+ in annual cost savings through automation-Improved efficiency by reducing cost-per-contact from $2.00 → $1.20-Grew NPS from +63 → +67, enhancing loyalty and lifetime value-Built and optimized hybrid network of in-house teams and BPO vendors; set scalable KPIs and service policies.
EDUCATION
Rutgers University
Computer and Information Systems Security/Information Assurance
SKILLS
ABOUT STEVEN RIVERA
Customer Experience executive with two decades of experience leading global customer service, Voice of the Customer (VOC), and end-to-end journey strategy across high-growth subscription and eCommerce businesses. I specialize in transforming CX into a measurable growth engine by combining operational excellence, AI-driven automation, and deep customer insight. As Vice President of Customer Experience at Scentbird, I led global CX strategy spanning customer service, VOC, automation, and partner operations, partnering closely with the executive team to build scalable CX ecosystems that reduce cost, improve retention, and drive revenue.I design and scale hybrid global support models, embed VOC into product and lifecycle decisions, and implement AI, self-service, and journey optimization strategies that shift CX from reactive support to proactive growth.I bring a builder-and-operator mindset, aligning strategy with execution to modernize CX organizations, elevate customer loyalty, and deliver efficient, high-quality experiences at scale.
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