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Customer Experience (CX) Manager

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Synchrony

Aug 31

Applications are closed

  • Job
    Full-time
    Senior Level
  • Marketing
    Design

Requirements

  • Qualifications
  • Bachelor’s degree. In lieu of degree 12 years of Customer Experience or Service Design experience
  • 8+ years of experience in Customer Experience or Service Design
  • Experience with Design and/or Service Design Thinking methodology
  • Advanced experience with collaborative journey mapping and facilitating co-creation, participatory or co-design workshops whether in person or remote
  • A successful background working directly with Marketing / Digital teams for the implementation of designs
  • Advanced experience in researching, uncovering insights, identifying opportunities and collaboratively solutioning for the full range of the customer and service experience, end-to-end and surface-to-core
  • Advanced experience balancing brand, marketing, customer, service and user experience with business needs and making trade-offs where appropriate
  • Desired Characteristics
  • Advanced degree
  • Customer Obsessed – The ability to build customer empathy in business partners and emotionally connect to the lives and realities of the people we serve
  • Transformative Designer - Hands-on experience designing holistic, omni-channel evidence and context-based consumer experiences. Ability to transform tasks into intuitive, accessible, and easy-to-use designs throughout the entire experience lifecycle, from the first-time consumer to the expert. Ability to execute visual, informative, interaction, and service design elements of the initiative that not only meets business needs but also satisfy and delight consumers
  • Relentless Investigator – Demonstrated history of and apparent propensity to discern insights from a balanced view that includes qualitative and quantitative inputs. Ability to analyze complex data sets and leverage experience with customer research techniques
  • Storyteller - Skilled storyteller with the ability to share discoveries, influence business partners and create enthusiasm for an idea or a design. Ability to communicate insights and designs to others (Business Partners) through customer journeys, storyboards, prototypes, wireframes, infographics, and other materials. Ability to pitch design concepts in a clear, concise, and compelling manner to obtain buy-in
  • Ability to ask, as well as answer, meaningful and impactful questions
  • Creative problem-solving skills, a curious mind and an enthusiastic work ethic with an intrinsic passion for developing exceptional consumer experiences
  • A passion for innovation and comfort collaboratively creating new research, design and workshop co-creation methods and approaches

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

FAQs

What is the role of the Customer Experience (CX) Manager at Synchrony?

The Customer Experience (CX) Manager is responsible for driving end-to-end consumer experience transformation across products and services and works as part of a strategic and innovative team to enhance consumer engagement with the Synchrony brand.

What are the essential responsibilities of this position?

The essential responsibilities include leveraging customer experience knowledge, conducting research, synthesizing data, visualizing complex systems, collaborating with cross-functional teams, and communicating insights and recommendations effectively.

What qualifications are required for this job?

A bachelor’s degree is required, or 12 years of Customer Experience or Service Design experience in lieu of a degree, along with 8+ years of experience in Customer Experience or Service Design and advanced knowledge of Design or Service Design Thinking methodology.

What characteristics are sought after in candidates for this position?

Desired characteristics include advanced degree preference, customer obsession, transformative design skills, investigative abilities to discern insights, storytelling prowess, and creative problem-solving skills.

What is the salary range for this position?

The salary range for this position is $110,000.00 - $185,000.00 annually, and it is eligible for an annual bonus based on individual and company performance.

Are there specific eligibility requirements to apply?

Yes, you must be 18 years or older, possess a high school diploma or equivalent, and be willing to comply with background checks and drug testing, among other requirements.

Is this position eligible for remote work?

Yes, the position allows for flexibility in working from home, near one of the hubs, or in the office as required for in-person engagement activities.

Are there diversity and inclusion commitments at Synchrony?

Yes, Synchrony is committed to building a diverse and inclusive culture where individual skills and experiences are valued, and employees find community through various diversity networks.

Is there support for individuals with disabilities during the application process?

Yes, Federal law requires reasonable accommodations for qualified individuals with disabilities. Applicants can request accommodations if needed during the application process or job performance.

Finance
Industry
10,001+
Employees

Mission & Purpose

At Synchrony, our driving force is to be essential to people's everyday lives by making it easier for the many millions of people who rely on us to access their essential needs and everyday wants with consumer financing that works for them – from their first credit card to a lifetime of flexibility. We do this by helping people make informed, smart credit choices so they can live healthier financial lives and by connecting them to Synchrony's ecosystem of hundreds of thousands of small- and mid-sized businesses and health and wellness providers that are the backbone of the U.S. economy.