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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
  • Bentonville

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 VP, Senior CX Designer at Synchrony?

The VP, Senior CX Designer is responsible for driving end-to-end consumer experience transformation across products and services, collaborating with a team to enhance consumer engagement and leveraging human-centered design methodologies.

What are the essential responsibilities of the Senior CX Designer?

Responsibilities include leveraging customer experience knowledge, conducting research, synthesizing data, visualizing complex systems, mentoring team members, monitoring CX trends, communicating insights, and participating in cultural transformation activities.

What qualifications are required for this position?

A bachelor's degree is required, or 12 years of relevant experience in Customer Experience or Service Design. Additionally, 8+ years of experience in Customer Experience or Service Design, proficiency in design methodologies, and advanced collaboration skills are necessary.

Is prior experience in Marketing or Digital teams required?

Yes, a successful background working directly with Marketing or Digital teams for the implementation of designs is required.

Are there specific characteristics that are desirable for candidates?

Desired characteristics include having an advanced degree, being customer-obsessed, being a transformative designer, a relentless investigator, a skilled storyteller, and possessing creative problem-solving skills.

What is the salary range for this position?

The salary range for this position is $110,000.00 to $185,000.00 annually, with eligibility for an annual bonus based on individual and company performance.

What are the working conditions regarding the work location?

The role offers flexibility; you can work from home, near one of the company’s hubs, or in one of the offices, with occasional requirements for in-person engagement.

Will the company sponsor employment visas for this role?

No, Synchrony will not sponsor individuals for employment visas for this job opening.

What is the company’s commitment to diversity and inclusion?

Synchrony is committed to fostering a diverse and inclusive culture where all employees' skills, experiences, and voices are valued. The company emphasizes building a community through various diversity networks.

How does Synchrony handle reasonable accommodation requests?

Synchrony provides reasonable accommodation to qualified individuals with disabilities and encourages applicants to communicate any specific accommodation needs during the application process.

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.