Steven Rivera

Background

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.