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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

  • * 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
  • * 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
  • * Relentless Investigator – Demonstrated history of and apparent propensity to discern insights from a balanced view that includes qualitative and quantitative inputs
  • * Storyteller - Skilled storyteller with the ability to share discoveries, influence business partners and create enthusiasm for an idea or a design
  • * 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 primary responsibility of the VP, Senior CX Designer?

The primary responsibility of the VP, Senior CX Designer is to drive end-to-end consumer experience transformation across products and services at Synchrony, focusing on accelerating deeper consumer engagement with the brand.

What qualifications are required for this position?

A Bachelor’s degree is required; however, in lieu of a degree, applicants may qualify with 12 years of Customer Experience or Service Design experience. Additionally, at least 8 years of experience in Customer Experience or Service Design is necessary.

What experience is preferred for this role?

The preferred experience includes advanced knowledge in customer experience and service design, methodology familiarity such as design thinking, and a successful track record working with Marketing or Digital teams for design implementation.

Is there a salary range associated with this position?

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

What are the working conditions for this position?

Employees have the option to work from home, near one of Synchrony’s hubs, or in the office. Occasionally, there may be a need to commute to the nearest office for in-person engagement activities such as meetings or training.

What types of projects will the VP, Sr. CX Designer be involved in?

The VP, Sr. CX Designer will collaborate on a wide range of projects, focusing on human-centered design to investigate and create solutions for customer experience improvements.

How does Synchrony support diversity and inclusion?

Synchrony is committed to a diverse and inclusive culture, where individual skills, experiences, and voices are valued. The company celebrates differences and fosters a collaborative environment that encourages community engagement through its diversity networks.

Are there any eligibility requirements for applicants?

Yes, applicants must be 18 years or older, have a high school diploma or equivalent, and be willing to undergo a drug test, background investigation, and fingerprinting as part of the onboarding process.

What characteristics are desired in candidates for this role?

Desired characteristics include being customer-obsessed, a transformative designer, a relentless investigator, a skilled storyteller, and having creative problem-solving skills with a passion for innovation.

Can I expect to receive training or support in the role?

Yes, the role includes opportunities for internal cultural transformation activities that deepen customer experience acumen across the company, indicating support for continuous learning and development.

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.

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