Customer Experience Managers

Job Description:Role Summary/Purpose: The VP Senior CX Designer is a key roleinSynchronys way of workingresponsible for driving endtoend 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 widerange of projectsbringing their deep expertise in humancentered 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 crossfunctional departments to create holistic omnichannel experiences destined for execution and launch. This role requires handson design strategy formulation and concept design experience.Our Way of WorkingWere 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 toexplore prioritize plan and develop endtoend humancentered designsolutions Assess existing internal and external research insights and competitive intelligence Conducts root cause analysis to identify themes trends clusters Synthesizes data from multiple sourcesresearch findings analytics customer feedback (Speech VOC Complaints Journey Measurement etc.) ideation strategic directivesand turns this into a clear direction Independently or while guiding junior team members plans designs and conducts quantitative and qualitative research studiesVisualizes complex systems (service blueprints journey or ecosystem 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 crossfunctional teamMonitors customer experience trends and best practices across industries to maintain an objective outsidein perspective andimplement appropriate practices at SynchronyParticipates in the identification and execution of internal cultural transformation activities that deepen CX acumen across the company Develops and maintains indepth knowledge around consumer experiences in our ecosystem of channels and forms key relationships with associated stakeholders and leaders Communicates datadriveninsights opportunities and recommendations in a clear and compelling manner to gain stakeholder buyin. Ability to make ideas understandable make the future more concrete and the present more impactfulArticulates 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: Bachelors degree. In lieu of degree 12 years of Customer Experience or Service Design experience8 years of experienceinCustomerExperience or Service Design Experience with Design and/or Service Design Thinking methodology Advanced experience with collaborative journey mapping and facilitating cocreation participatory or codesign workshops whether in person or remoteA successful background working directly with Marketing / Digital teams for the implementation of designsAdvanced experience in researching uncovering insights identifying opportunities and collaboratively solutioning for the full range of the customer and service experience endtoend and surfacetocoreAdvanced experience balancing brand marketing customer service and user experience with business needs and making tradeoffs 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. TransformativeDesigner Handson experience designing holistic omnichannel evidence and contextbased consumer experiences. Ability to transform tasks into intuitive accessible and easytouse designs throughout the entire experience lifecycle from the firsttime 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 todiscern insights from a balanced view that includes qualitative and quantitative inputs.Ability to analyze complex data setsand leverage experience with customer research techniques. Storyteller Skilled storyteller with the ability to share discoveries influence business partners and create enthusiasm for an idea ora design.Ability to communicateinsights anddesignsto others (Business Partners) through customer journeys storyboards prototypes wireframesinfographicsand other materials.Ability to pitchdesignconcepts in a clear concise and compelling manner to obtain buyin. Ability to ask as well as answer meaningful and impactful questionsCreative problemsolving 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 cocreation methods and approaches Grade/Level: 12The salary range for this position is 110000..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: You must be 18 years or olderYou must have a high school diploma or equivalentYou must be willing to take a drug test submit to a background investigation and submit fingerprints as part of the onboarding processYou must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.New hires (Level 47) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met the associate will have a minimum 6 months time in position before they can post for future nonexempt roles. Employees level 8 or greater must have at least 18 months time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you dont meet the time in position or performance expectations). Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future for this job opening. 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 youll be part of a diverse inclusive culture where your skills experience and voice are not only heardbut 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 were 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 youll 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 using a sign language interpreter or using specialized equipment.If you need special accommodations please call our Career Support Line so that we can discuss your specific situation. We can be reached at. Representatives are available from 8am 5pm Monday to Friday Central Standard Time Job Family Group:Marketing

Remote Work :

No

Employment Type :

Fulltime