Senior Customer Experience Manager
Huntington National Bank
full-time
Posted on:
Location Type: Office
Location: Columbus • Alabama • Mississippi • United States
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Job Level
About the role
- Listen & Learn
- Serve as a voice of the customer, listening to customers and colleagues through surveys, research, complaints, and feedback
- Understand customer journeys, pain points, and moments that matter
- Build a strong understanding of assigned business areas and their priorities
- Engage with senior leaders to understand strategic priorities and how experience insights can support them
- Partner with the business to prioritize What Matters Most
- Identify the most important experience opportunities based on impact and feasibility
- Help business partners and senior leaders focus on what to act on now vs. later
- Balance customer needs, colleague experience, and business outcomes
- Turn Insights into Action
- Translate insights into clear recommendations and actions
- Leverage emerging tools, including AI-enabled capabilities, to help synthesize insights, identify patterns, and support timely, well-informed recommendations
- Partner with leaders and teams to design and improve experiences
- Influence senior leaders to align on priorities and drive action, even without direct authority
- Support initiatives that reduce friction, improve satisfaction, and minimize risk
- Measure & Monitor Impact
- Track experience performance (e.g., complaints, satisfaction, NPS)
- Monitor progress of improvement actions and outcomes
- Review results with business leaders and adjust recommendations based on impact and evolving business needs
- Communicate Clearly
- Deliver concise, easy-to-consume insights and updates tailored for senior leader audiences
- Tell the story with data, compelling visuals and customer narratives
- Share progress, learnings, and wins with stakeholders
- Collaborate with EMO partners across Research & Insights, Complaint Management, Operations & Oversight, and Experience Integration Strategy
Requirements
- Bachelor's Degree
- 5 or more years experience in customer experience, insights, strategy, operations, analytics, or related fields
- Experience working directly with senior leaders or executives
- Experience working with cross-functional partners
- Financial services or regulated-industry experience.
Benefits
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experienceinsightsstrategyoperationsanalyticsdata storytellingexperience performance trackingNPS measurementexperience designAI-enabled capabilities
Soft Skills
communicationcollaborationinfluenceprioritizationproblem-solvingcustomer advocacystakeholder engagementadaptabilitycritical thinkingleadership
Certifications
Bachelor's Degree