Vice President – Customer Experience Strategy and Program Management

The Card Customer Experience team identifies and drives strategic, high impact initiatives that deliver great experiences customers love, and help to achieve industry leading customer satisfaction as measured by Net Promoter Score. 

As the Vice President - Card Customer Experience Program Manager you will work cross-functionally to create and manage a backlog of initiatives to develop new or enhance existing customer experiences. You will be part of broader efforts to work more quickly and purposefully by assessing and prioritizing initiatives across the Card, Connected Commerce, and Digital Channels team.

As a program management lead, you will ensure the right operating model, program structure, and management routines are in place to continually prioritize initiatives based on guiding principles and criteria and manage and track progress across product area groups for development. As an initiative-taker, you will drive the agenda and urgency to pursue progress while setting and meeting timelines.  You will provide regular updates to leadership on initiatives and provide escalation support. Partnering across a diverse set of teams, business groups, and product teams, you will leverage relationships to collaborate and advance business objectives.  This includes helping to tell the customer experience story across audiences, reporting against key initiatives and team progress and acting as the glue across many different activities across businesses to drive change through experiences.

Job responsibilities

• Leverage existing ways of working from across Card, Connected Commerce and Digital ecosystem to define and establish a management routine (including tollgates and deliverables) to vet, prioritize, and advance initiatives from ideation to launch.
• Collaborate across Card, Connected Commerce and Digital product teams to advance initiatives, identify and implement best practices, and provide data and content for leadership updates.
• Establish and enable accountability for deliverables and timelines that support initiative development and implementation.
• Present periodic portfolio and roadmap reporting and updates to leadership, highlighting progress or challenges for escalation.
• Own the analytics and reporting of customer experience impact across businesses and projects driven by the team, which includes tracking the impact of individual initiatives and forecasting those that are beginning to roll out
• Act as the lead storyteller, leveraging your understanding of the teams’ priorities and goals to convert data into measures of success and areas of opportunity 
• Lead coordination efforts across the central Customer Experience team and those that sit across Brand, Co-Brand and Commerce
• Own ad-hoc strategic projects to support the elevation of NPS, reduction of complaints and call volume across key customer journeys (e.g., point-of-sale declines, alerts and notifications, transaction reviews)
• Build strong relationships and partner effectively across partner LOBs and various stakeholders to CX deliverables.
• Empower colleagues and stakeholders though accountability and bias toward action with appropriate urgency.

Required qualifications, capabilities, and skills.

• Experience beyond project management of individual efforts – this role is not a traditional project manager role, but rather the management of large-scale programs
• At least 5 or more years of program management and/or business management experience, ideally in the financial services sector, with a dual focus on strategy and execution
• Excellent communicator with strong presence and the ability to create and deliver clear and concise content with the relevant accompanying visuals.
• Ability to define business tradeoffs and value; generate out-of-the-box solutions, and cut through ambiguity to drive results
• Effective collaborator and engaging communicator with the ability to inspire, influence and align various cross-functional stakeholders.

Preferred qualifications, capabilities, and skills

• Proficiency with project tools such as Microsoft Project, Confluence, JIRA, and status templates
• Product development and business agile experience preferred 
• Integrity and track record of driving change and proven problem solving leadership.
• Self-driven and organized with the ability to effectively prioritize and execute on multiple concurrent initiatives.
• Rigorou