Customer Experience Managers

Jobs For Humanity - Bentonville, AR

Full-time - Senior

Onsite - Bentonville, AR

Administrative and Support Services

About the position

The VP, Senior CX Designer at Synchrony plays a crucial role in transforming consumer experiences across products and services. This position involves collaborating with a strategic team to enhance consumer engagement with the Synchrony brand through innovative design solutions. The role requires expertise in human-centered design and service design thinking, focusing on creating holistic, omni-channel experiences that are ready for execution and launch.

Responsibilities

• Leverage customer experience and service design knowledge to develop end-to-end human-centered design solutions.
• Assess existing research insights and competitive intelligence.
• Conduct root cause analysis to identify themes and trends.
• Synthesize data from multiple sources to provide clear direction for CX improvements.
• Plan, design, and conduct quantitative and qualitative research studies.
• Visualize complex systems across multiple touchpoints to identify pain points and opportunities.
• Collaborate and build consensus with stakeholders while mentoring junior team members.
• Monitor customer experience trends and implement best practices at Synchrony.
• Participate in cultural transformation activities to deepen CX acumen across the company.
• Communicate data-driven insights and recommendations to stakeholders.

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 workshops.
• Background working directly with Marketing/Digital teams for design implementation.
• Advanced experience in researching and uncovering insights for customer experience.

Nice-to-haves

• Advanced degree in a relevant field.
• Customer Obsessed mindset with the ability to build empathy in business partners.
• Transformative Designer with hands-on experience in holistic, omni-channel design.
• Relentless Investigator with a history of discerning insights from data.
• Skilled storyteller with the ability to communicate insights and designs effectively.

Benefits

• Annual bonus based on individual and company performance.
• Salary range of $110,000.00 - $185,000.00 USD Annual, adjusted according to market in CA, NY Metro, and Seattle.