Customer Experience-(CX)-Manager

Disability Solutions - New York, NY

Full-time - Senior

Remote - New York, NY

Administrative and Support Services

About the position

The VP, Senior CX Designer is a pivotal role within Synchrony, responsible for leading the transformation of consumer experiences across various products and services. This position is integral to the company's strategic initiatives, focusing on enhancing consumer engagement with the Synchrony brand through innovative programs and capabilities. The VP, Sr. CX Designer will collaborate with a diverse team, utilizing their expertise in human-centered design and service design thinking to identify and implement opportunities for improving customer experience (CX). This role requires a hands-on approach to design strategy and concept development, ensuring that the solutions created are not only effective but also resonate with consumers on a deeper level. In this role, the VP, Sr. CX Designer will engage in a variety of projects, working closely with the CX strategy team and cross-functional departments to develop holistic, omni-channel experiences that are ready for execution and launch. The responsibilities include leveraging customer experience knowledge to explore and prioritize design solutions, conducting thorough research and analysis to inform decision-making, and visualizing complex systems to identify pain points and opportunities. The position also involves mentoring junior team members and fostering collaboration across teams to enhance the overall customer experience. The VP, Sr. CX Designer will be expected to stay abreast of industry trends and best practices, ensuring that Synchrony maintains a competitive edge in customer experience. This includes participating in cultural transformation activities within the company to deepen CX acumen and developing strong relationships with stakeholders to communicate insights and recommendations effectively. The role demands a creative problem-solver with a passion for innovation and a commitment to delivering exceptional consumer experiences.

Responsibilities

• Leverage customer experience and service design knowledge to explore, prioritize, plan, and develop end-to-end human-centered design solutions.
• Assess existing internal and external research insights and competitive intelligence.
• Conduct root cause analysis to identify themes, trends, and clusters.
• Synthesize data from multiple sources, including research findings, analytics, and customer feedback, to provide clear direction.
• Plan, design, and conduct quantitative and qualitative research studies, either independently or while guiding junior team members.
• Visualize complex systems across multiple touchpoints and channels to identify and address pain points in the consumer experience.
• Collaborate and build consensus with stakeholders while mentoring and coaching team members.
• Monitor customer experience trends and best practices across industries to implement appropriate practices at Synchrony.
• Participate in cultural transformation activities to deepen CX acumen across the company.
• Develop and maintain in-depth knowledge of consumer experiences in our ecosystem of channels and build relationships with stakeholders.
• Communicate data-driven insights and recommendations clearly to gain stakeholder buy-in.
• Articulate and visualize the value of innovative design concepts through storytelling.

Requirements

• Bachelor's degree or 12 years of Customer Experience or Service Design experience in lieu of a degree.
• 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 workshops.
• Background working directly with Marketing/Digital teams for design implementation.
• Advanced experience in researching, uncovering insights, and identifying opportunities for customer and service experience.

Nice-to-haves

• Advanced degree in a relevant field.
• Strong customer empathy and ability to connect emotionally with consumers.
• Hands-on experience designing holistic, omni-channel consumer experiences.
• Demonstrated ability to discern insights from qualitative and quantitative data.
• Skilled storyteller with the ability to influence business partners.

Benefits

• Annual bonus based on individual and company performance.
• Flexible work options including remote work and office attendance.
• Comprehensive health insurance coverage.
• 401k retirement savings plan with matching contributions.