Customer Experience (CX) Manager

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: 

• 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 th