Manager - Customer Experience(CX)

Every career journey is personal. That's why we empower you with the tools and support to create your own success story.Be challenged. Be heard. Be valued. Be you ... be here.Job SummaryThe Customer Experience(CX) Manager is an internal consultant expected to define current and future state journeys across all touchpoints. Creating a clear and inspiring definition and vision for the ideal customer experience requires connecting these experiences to other channels alongside our key business partners (for example Digital, IVR, Care, Collections, Account Protection/Fraud, Disputes, Marketing and Communications). This role will focus on Servicing and Engagement (for example Authentication, Payments, Transactions, Rewards, Offers) experiences. This leader will help institutionalize a product development playbook to cement our ability to deliver superior experiences consistently. They will understand and own drivers of dissatisfaction and pain points; using these insights to define seamless end to end journeys across people, process, policy, and technology while partnering with the enterprise to create a best-in-class omni channel experience. As part of the omni-channel experience this role will support front line readiness to ensure the ability to understand and serve all new digital/mobile features and functions in partnership with Operations. This person is responsible for partnering closely with Finance and EDS&A (Enterprise Data Science and Analytics) to build business cases and influence investment; as well as maintains sizing and prioritizing across Acquisition, Engagement, and Servicing helping the organization to best understand where to invest to deliver the greatest benefit for the business and achievement of in year and long-range cost, revenue, and experiential targets.The incumbent in this role is experienced and versed at process mapping current state customer experiences and corresponding customer and business impacts across behavioral, operational, financial, and experiential insights. Additionally, this role will translate current state into future state while partnering cross-functionally with CX Capabilities and Insights, Product Managers and Operations while serving as the program owner for defining future state experiences and leading sizing and prioritizing the features and functions to deliver. This leader should be skilled to execute the delivery by ensuring the consistent framework created and institutionalized is followed across all digital product development and management.Essential Job Functions• Process Mapping: Map customer experiences, corresponding performance data (behavioral, experiential, and financial) to not only understand current state experiences, but also their impact on the customer and business.• Process Re-Engineering and Customer Experience Re-design: Redesign existing processes and experiences to drive customer and business value leveraging performance data and customer research within a consistent, strategic product development framework that brings together all stakeholders and insights to support “discovering” opportunities grounding in digital, but supporting all servicing channels.• Internal Management: Leads workshops cross functionally (Customer Care, Collections, Account Protection, Enterprise Data Science and Analytics, Technology, etc…) in a consultative manner, bringing together key constituents across the business as it pertains to Acquisition, Engagement and Servicing to ensure a holistic view on opportunities, which are primarily focused in Digital. Partners with Customer CARE on what to deliver and when to ensure alignment on business value (cost vs revenue) and experiential connectivity across servicing channels.• Business Acumen/Prioritization/Strategic/Solution-oriented/Influencer: Manages and curates a backlog of opportunities aimed at improving customer experiences to include pain points, building for parity, and designing for the future. Leads partners through a disciplined framework involving competitive intelligence, internal insights, and primary/secondary research to establish a fact base grounded in data. Leverages a story-driven approach to turn insights from the team into strategic recommendations for the business. Integrates diverse information across data sources to form a perspective to support business needs, including tying Voice of the Customer, Digital performance, call volume, and complaints data to customer behavior, research, and cost/revenue impacts and conducting other analyses. Works with functional area business counterparts to develop business cases and roadmaps.Reports to: Director of CX Service & EngagementDirect Reports: 1-2Working Conditions/Physical Requirements• Normal office environment.• This position is hybrid with an onsite schedule of 3-4 days per month. In-office requirements are subject to change based on business needs. This position is currently available to candidates that reside within 60 miles of Columbus, OH; Coeur D'Alene, ID; Chadds Ford, PA; Plano, TX; Draper, UT; Wilmington, DE; or New York, NY;Minimum Qualifications• Bachelor’s Degree in Business, Marketing, or an equivalent related educational background.• Six or more years experience required in a Digital Customer Experience environment with a focus on customer journey mapping, experience re-design, business case formation, and a data driven, customer led approach with a track record of financial and experiential delivery.• Experience in serving as a “go-to” internal experience leader and bringing together cross functional resources across the enterprise to elicit insights to provide a full and complete understanding of current state opportunities. Experience in working with research teams to obtain primary customer insights to help provide perspective on current state problems and future state opportunities. Strong understanding of Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions and their interconnectivity as it relates to Digital and End to End Customer Experience.Preferred Experience• Master Degree in Business, Marketing, or an equivalent related educational background, or equivalent experience• Eight or more years work expertise in consumer behavior & mindset, specifically digital experience and capabilities. Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience. Ability to work independently and with various work teams. Experience in retail, consumer behavior or financial services.• Experience utilizing data and tools to identify drivers of dissatisfaction and pain points e.g., Medallia, Decibel, Adobe Analytics, MicroStrategy, VCARS, and NICE/NexidiaKnowledge & Abilities• Ability to manage multiple key responsibilities in a fast-paced environment often pivoting on a moment’s notice to investigate and manage resolution on key customer pain points.• Has a passion to provide a best-in-class customer experience, to think like a customer, and to action in the best interest of our customer while maintaining clear business perspective and focus on the Bread Financial business model and bottom line.Other DutiesThis job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.Typical Starting Range$108,300.00 - $196,300.00Full Salary Range For PositionCalifornia: $124,600.00 - $245,400.00Colorado: $108,300.00 - $206,100.00New York: $119,200.00 - $245,400.00Washington: $113,700.00 - $225,700.00Maryland: $113,700.00 - $206,100.00Washington DC: $124,600.00 - $225,700.00The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates can immediately enroll in Bread Financial’s 401(k) plan.All associates receive 11 paid holidays. Associates have discretion in managing their time away from work through the Flexible Time Off (FTO) program and may need to notify and receive approval from their manager prior to taking the time off. Associates (except those located in Illinois) receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year. Illinois associates receive 40 hours of Illinois PSST upon hire and at the beginning of each subsequent calendar year and 40 hours of Illinois Paid Leave upon hire and at the beginning of each subsequent calendar year. Illinois Paid Leave must be used before associates in Illinois will be approved to take FTO.Hired associates will be able to elect the purchase company stock during offering periods in June and December. You will be eligible for an annual incentive bonus based on individual and company performance.Click here for more Benefits information.About Bread FinancialAt Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.Bread Financial® (NYSE: BFH) is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay® buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread Cashback® American Express® Credit Card, Bread Rewards™ American Express® Credit Card and Bread Savings® products.       Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices. To learn more about Bread Financial, visit breadfinancial.com or follow us on Facebook, LinkedIn, X and Instagram. • Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).• The Company is an Equal Opportunity Employer.• Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.• The Company participates in E-Verify.• The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.• The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.Job FamilyMarketingJob TypeRegular