SVP, Enterprise Customer Experience Strategy Leader

Job Description:

Role Summary/Purpose:
 

The Enterprise Customer Experience Strategy Leader is responsible for driving transformation and optimization of customer journeys across Synchrony. This leader will leverage customer insights, data analytics, technology, and strategic communications to develop strategies that deepen relationships, support issue resolution and elevate customer engagement through actionable, measurable initiatives across all platforms, channels, and segments. This role also champions organizational transformation by articulating the business value of exceptional customer experiences, acting as a change agent and advocate for continuous improvement.

Key objectives include advancing both new consumer and existing customer digital engagement, streamlining new account onboarding, account management and enhancing communication strategies. The position reports to the SVP of Consumer Engagement & Brand and leads a team of Customer Experience strategists aligned to the enterprise customer journey.

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:

• Ownership of the end-to-end journey strategy, including customer research, persona development, journey mapping, prototyping, and user testing across all key touchpoints.

• Collaborate cross-functionally with Consumer Engagement, Journey/Experience Owners, Data Analytics, and Business/Product Leads to re-imagine enterprise-wide customer engagement strategies.

• Be the source of truth for journey insights throughout the customer lifecycle, championing trends, behaviors, and innovations impacting the customer experience.

• Partner with Marketing, Digital Design & Experience teams to ensure that journey-related communications are clear, consistent, and purpose-driven across all channels.

• Work with Market Insights to analyze voice-of-customer data, quantifying behaviors and correlating insights with business outcomes to inform Product/channel roadmaps and resource allocation.

• Guide the team in influencing and delivering innovative customer engagement capabilities, leveraging analytics and ensuring business requirements are translated effectively to technical partners.

• Define and track key performance indicators (KPIs) to measure delivery quality, communication effectiveness, and the ongoing optimization of customer experience initiatives.

• Present journey analytics and outcomes to executive leadership partners to secure prioritization, investment, and innovation support.

• This role is also a relentless champion for innovation across the customer journey

• Support annual budget planning to secure funding for customer experience initiatives.

The leader will drive excellence in experience and communication across all stakeholder groups, supporting Synchrony’s reputation as a trusted and innovative business partner.

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 Qualifications/Requirements:

• Bachelor’s degree and 15+ years of progressive work experience, including:

  • 10+ years of leadership in financial services, retail, technology, experiential or customer loyalty marketing, or related high engagement industries

• OR in lieu of a degree, 15+ years of analogous work experience with at least 10 years in a leadership capacity in the fields listed above

Desired Characteristics:

• Advanced degree/MBA strongly preferred

• Deep expertise in multiple customer engagement models and financial strategies across diverse sectors and geographies

• Demonstrated experience in omni-channel environments, spanning digital, traditional, and physical channels

• Strategic, analytical mindset with a commitment to applying an outside-in perspective to deliver best-in-class customer journeys

• Proficiency with marketing technologies, analytics, and emerging customer engagement platforms to help identify next best a