Customer Experience (CX) Manager

E2402991-5Job DescriptionRole 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 WorkingWe’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 assignedQualifications• 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 appropriateDesired 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.   • Transformative Designer - Hands-on experience designing holistic, omni-channel evidence and context-based consumer experiences. Ability to transform tasks into intuitive, accessible, and easy-to-use designs throughout the entire experience lifecycle, from the first-time 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 to discern insights from a balanced view that includes qualitative and quantitative inputs. Ability to analyze complex data sets and leverage experience with customer research techniques.  • Storyteller - Skilled storyteller with the ability to share discoveries, influence business partners and create enthusiasm for an idea or a design. Ability to communicate insights and designs to others (Business Partners) through customer journeys, storyboards, prototypes, wireframes, infographics, and other materials. Ability to pitch design concepts in a clear, concise, and compelling manner to obtain buy-in.  • Ability to ask, as well as answer, meaningful and impactful questions• Creative problem-solving 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 co-creation methods and approachesGrade/Level: 12The salary range for this position is 110,000.00 - 185,000.00 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 older• You must have a high school diploma or equivalent• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.• New hires (Level 4-7) 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 non-exempt 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 don’t 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 CommitmentWhen you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but 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, we’re 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, you’ll 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 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard TimeJob Family GroupMarketing