Customer Experience Managers

Customer Experience Managers

Jobs For Humanity is collaborating with Upwardly Global and with Synchrony to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name : Synchrony

Job Description

Role Summary / Purpose : The VP, Senior CX Designer is a key role in Synchrony's way of working, responsible for driving end-to-end consumer experience transformation across products and services. They will work as part of a strategic and innovative team, with a mandate to accelerate deeper consumer engagement with the Synchrony brand leveraging new programs and capabilities. The VP, Sr. CX Designer will collaborate on a wide range of projects bringing their deep expertise in human-centered and service design thinking methods and practices to investigate and solution CX improvement opportunities. They will work closely with other members of the CX strategy team and cross-functional departments to create holistic, omni-channel experiences destined for execution and launch. This role requires hands-on design strategy formulation and concept design experience.

Our Way of Working : We're proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities :

• Leverages customer experience and service design knowledge and expertise in collaboration with stakeholders to explore, prioritize, plan, and develop end-to-end human-centered design solutions
• Assess existing internal and external research insights and competitive intelligence
• Conducts root cause analysis to identify themes, trends, clusters
• Synthesizes data from multiple sources - research findings, analytics, customer feedback (Speech, VOC, Complaints, Journey Measurement, etc.), ideation, strategic directives - and turns this into a clear direction
• Independently or while guiding junior team members, plans, designs and conducts quantitative and qualitative research studies
• Visualizes complex systems (service blueprints, journey or eco-system maps, etc.) across multiple touchpoints and channels to identify and address pain points, gaps, and opportunities in the consumer experience
• Proven ability to collaborate, build consensus, mentor and coach other team members while simultaneously acting as a contributing member of a cross-functional team
• Monitors customer experience trends and best practices across industries to maintain an objective outside-in perspective and implement appropriate practices at Synchrony
• Participates in the identification and execution of internal cultural transformation activities that deepen CX acumen across the company
• Develops and maintains in-depth knowledge around consumer experiences in our ecosystem of channels and forms key relationships with associated stakeholders and leaders
• Communicates data-driven insights, opportunities and recommendations in a clear and compelling manner to gain stakeholder buy-in. Ability to make ideas understandable, make the future more concrete and the present more impactful
• Articulates and visualizes the value of innovative, inspired, and simple but effective design concepts to demonstrate how they support Synchrony CX design principles through storytelling

Perform other duties and / or special projects as assigned

Qualifications :

Desired Characteristics :

Grade / Level : 12

The salary range for this position is $110,000.00 - $185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge. Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements :

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment : When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks, with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice : Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format,