There is a senior leader explicitly responsible for customer experience (e.g. Head of, Director, Exec, Chief, Founder)

There is a senior leader responsible for customer experience, however, they are also responsible for other business areas (e.g. Head of, Director, Exec, Chief, Founder)

The most senior person accountable for customer experience is a mid-level leader explicitly responsible for customer experience (e.g. Supervisor, Manager, Team Leader)

The most senior person accountable for customer experience is a mid-level leader responsible for multiple areas, including customer experience (e.g. Supervisor, Manager, Team Leader)

Irrespective of seniority, there is someone accountable for customer experience although it's an informal/voluntary responsibility (sometimes known as a ‘side of the desk’ job).

There’s no one within the organisation who actively manages customer experience-focused activity.