VP, Consumer Bank - Customer Experience

$110,000 - $185,000/Yr

Synchrony - Costa Mesa, CA

Full-time - Senior

Remote - Costa Mesa, CA

Credit Intermediation and Related Activities

About the position

The VP, Consumer Bank - Customer Experience at Synchrony is responsible for enhancing and innovating the customer experience within the Consumer Bank. This role involves journey mapping and collaborating with product management and customer experience teams to deliver best-in-class services. The position reports directly to the leader of Consumer Bank Product and CX, playing a critical role in Synchrony's growth and customer engagement strategies.

Responsibilities

• Partner with the Consumer Bank product and customer experience team to drive best in class customer experiences.
• Maintain a strong understanding of competitor products and experiences, and proactively communicate and activate on industry trends.
• Build and document an in-depth understanding of the holistic Consumer Bank business and customer experiences.
• Build and manage the overall servicing roadmap, including understanding customer and business needs.
• Successfully deliver and execute on project plans by partnering with key stakeholders across the team, business, and organization.
• Partner with customer experience teams on the card side of the business to find synergies and activate on enterprise opportunities.
• Perform other duties and/or special projects as assigned.

Requirements

• 5+ years of work experience, including critical experiences in digital customer/user experience and/or journey mapping.
• Ability to travel - 20%.

Nice-to-haves

• Experience in financial services, specifically digital banking.
• Experience working and successfully influencing cross-functional teams.
• Exceptional relationship building skills.
• Strong analytical skills.
• Excellent verbal and written communication skills.

Benefits

• Work from home
• Annual bonus based on individual and company performance