Synchrony

SVP, Enterprise Customer Experience Strategy Leader

Synchrony

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $200,000 - $330,000 per year

Job Level

Senior

About the role

  • Ownership of the end-to-end journey strategy, including customer research, persona development, journey mapping, prototyping, and user testing across all key touchpoints.
  • Collaborate cross-functionally with Consumer Engagement, Journey/Experience Owners, Data Analytics, and Business/Product Leads to re-imagine enterprise-wide customer engagement strategies.
  • Be the source of truth for journey insights throughout the customer lifecycle, championing trends, behaviors, and innovations impacting the customer experience.
  • Partner with Marketing, Digital Design & Experience teams to ensure that journey-related communications are clear, consistent, and purpose-driven across all channels.
  • Work with Market Insights to analyze voice-of-customer data, quantifying behaviors and correlating insights with business outcomes to inform Product/channel roadmaps and resource allocation.
  • Guide the team in influencing and delivering innovative customer engagement capabilities, leveraging analytics and ensuring business requirements are translated effectively to technical partners.
  • Define and track key performance indicators (KPIs) to measure delivery quality, communication effectiveness, and the ongoing optimization of customer experience initiatives.
  • Present journey analytics and outcomes to executive leadership partners to secure prioritization, investment, and innovation support.
  • This role is also a relentless champion for innovation across the customer journey
  • Support annual budget planning to secure funding for customer experience initiatives.
  • The leader will drive excellence in experience and communication across all stakeholder groups, supporting Synchrony’s reputation as a trusted and innovative business partner.

Requirements

  • Bachelor's degree and 15+ years of progressive work experience, including: 10+ years of leadership in financial services, retail, technology, experiential or customer loyalty marketing, or related high engagement industries OR in lieu of a degree, 15+ years of analogous work experience with at least 10 years in a leadership capacity in the fields listed above
  • Advanced degree/MBA strongly preferred
  • Deep expertise in multiple customer engagement models and financial strategies across diverse sectors and geographies
  • Demonstrated experience in omni-channel environments, spanning digital, traditional, and physical channels
  • Strategic, analytical mindset with a commitment to applying an outside-in perspective to deliver best-in-class customer journeys
  • Proficiency with marketing technologies, analytics, and emerging customer engagement platforms to help identify next best action/initiative that will improve customer experience.
  • Strong executive presence, capable of influencing senior leaders and teams
  • Demonstrated ability to lead and develop diverse, distributed teams (many work remotely per Synchrony’s flexible work policy)
  • Proven track record in launching impactful initiatives or products with measurable business results
  • Outstanding communication skills, with experience influencing senior internal and external stakeholders
  • Collaborative approach and aptitude for working within a matrixed, decentralized organization
  • Self-motivated, high-energy leader with the ability to operate independently, mobilize teams, and effectively manage multiple complex projects concurrently