Jeremy Victor
Chief Operating Officer &
Customer Experience
Executive
Creator of the
Experience Manufacturing™ Framework
& The More Effect
Author (Substack) & Host (Podcast)
Business at the Speed of AI
Meet Jeremy – Transformational COO
Human-first operator who turns complexity into growth and chaos into calm while scaling teams and technology to deliver category-defining customer experiences and workforces ready for the AI-first, always-on economy.
Jeremy Victor leads with empathy, gratitude, and data-driven rigor—proving that kindness and operational excellence are not trade-offs but accelerants. Over three decades he has navigated every major tech inflection point—from the birth of the Internet to today’s AI revolution—always asking the same question:
How will this help build a stronger, more resilient company?
Impact at a glance – Noom
- Drove a 75% reduction in personnel costs over 18 months through strategic workforce redesign, unlocking multi-million dollars in cost savings.
- Reduced operating expenses 45% YoY through offshore reallocation, systems optimization, and vendor consolidation—without compromising service quality.
- Higher Satisfaction: Improved CSAT across all channels nearly 20% with improvements across people, process, and technology with a focus on staying human in an AI world.
- Deployed Decagon’s gen-AI Agents slashing response times, improving deflection (15%) and CSAT (25%), as well as automated account cancellations and refunds, freeing humans for higher-value work.
- Led with heart through it all. At the end of the day, Jeremy’s main purpose is to help those who work for and with him become more.
What’s next?
Jeremy is ready to bring his playbook to a high-growth, AI-first company—one ready for transformation that treats customer trust as its moat and expects measurable impact from day one.
Let’s Talk.
Read a narrative essay on Jeremy’s career here: About Jeremy.
Honored for Leading CX Innovation
Jeremy Victor has been recognized with the prestigious IBEX CX Leadership Award (2025)—celebrating leaders who transform customer experience through vision, emotional intelligence, and AI-driven innovation. As Chief Customer Officer at Noom, Jeremy pioneered “Experience Manufacturing™,” creating scalable, emotionally intelligent customer interactions that build trust, loyalty, and lasting impact.
“Operational excellence gets you into the conversation, but emotional intelligence keeps customers coming back.”
-Jeremy Victor
Transformative Career in CX
Jeremy’s drive is clear: combine AI with human-driven emotional intelligence to craft truly exceptional customer experiences. Jeremy leads with vision and heart, with 25+ years in life sciences, health tech, and e-commerce, he’s helped companies build trust at scale – blending AI innovation with human connection.
From launching one of the first mobile CX apps on Palm Pilot to driving today’s AI transformations, Jeremy continues to shape CX that’s personal, scalable, and deeply human..
Julie Casteel, IBEX Chief Sales and Marketing Officer | Jeremy Victor
Business @ the Speed of AI
The future of business is now.
Join Jeremy as he shares his insights on operations and leadership in his Substack and Podcast, helping leaders and organizations harness the power of AI to build smarter, faster, and more empathetic businesses, while accelerating personal growth and professional excellence.
Wawa & the Kindness Effect
A Real-World Model of Experience Manufacturing TM
How one brand turns three minutes into lasting brand affinity—and models what happens when every interaction is intentionally crafted.
The endurance of human existence depends on one key word: More.
We’re living through a transformative time, where human potential, AI, and rapid technological advancements are changing the way we work, live, and lead. Jeremy is building on this idea with the More Effect. Through which, he’ll explore the modernization of work, strategy, technology, and empowering individuals, organizations, and communities to unlock their unique potential to:
Become More.
Upcoming Projects
Substack
Business @ the Speed of AI
Subscribe
Business @ the Speed of AI, authored by Jeremy Victor, is best described as a narrative on our time, exploring the modernization of work, health, and experience manufacturingTM and discussing how to lead in an AI-driven world, coupled with in-depth analysis and insights on current cultural and business events. Jeremy will challenge you to broaden your perspective, challenge your biases, and help you become more. If he doesn’t, he will have failed. You be the judge.
Join a community that’s shaping the future, one transformative idea at a time.
Learn more here.
Podcast
Business @ the Speed of AI
Season Two – Coming Soon
Wellness At Work is a podcast dedicated to exploring the critical intersection of well-being and professional life. In each episode, we’ll delve into strategies, insights, and practices designed to foster personal wellness in demanding work environments. In season two, join host Jeremy Victor as he interviews many of his closest friends in a powerful new season of Wellness at Work, where they explore how 40 years of friendship has shaped their careers, personal lives, and preparation for the future.
Learn more here. Sign up coming soon.
Book
The More Effect
Release Date ~2025
In The More Effect: Unlocking Human Potential in the Age of AI, Jeremy Victor proposes that AI’s advancement has heightened the need for us to lean into what makes us uniquely human: our capacity for intuition, creativity, and deep connection. AI isn’t something to fear or compete against—it’s a catalyst for you to become more of what you are meant to be. Through personal stories and actionable insights, the book reveals how one word—more—holds the key to unlocking the full potential of humanity.
Learn more here. Pre-order coming soon.