Customer Experience Managers

Overview

Jobs for Humanity is collaborating with Upwardly Global and with Synchrony to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name:
Synchrony

• Leverages customer experience and service design knowledge and expertise in collaboration with stakeholders 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, clusters
• Synthesizes data from multiple sources—research findings, analytics, customer feedback (Speech, VOC, Complaints, Journey Measurement, etc.), ideation, strategic directives—and turns this into a clear direction
• Plan, design and conduct quantitative and qualitative research studies (independently or with junior team members)
• Visualize complex systems (service blueprints, journey or ecosystem maps, etc.) across multiple touchpoints and channels to identify and address pain points, gaps, and opportunities in the consumer experience
• Collaborate, build consensus, mentor and coach other team members while contributing to cross-functional teams
• Monitor customer experience trends and best practices to maintain an outside-in perspective and implement appropriate practices at Synchrony
• Participate in internal cultural transformation activities that deepen CX acumen
• Develop and maintain in-depth knowledge around consumer experiences in our ecosystem and form relationships with stakeholders and leaders
• Communicate data-driven insights, opportunities and recommendations clearly to gain stakeholder buy-in
• Articulate and visualize the value of design concepts to support Synchrony CX principles through storytelling
• Perform other duties and/or special projects as assigned

• Bachelor’s degree. In lieu of degree 12 years of Customer Experience or Service Design experience
• 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 (in person or remote)
• Background working with Marketing / Digital teams for implementation of designs
• Advanced experience in researching, uncovering insights, identifying opportunities and collaboratively solutioning end-to-end customer and service experiences
• Experience balancing brand, marketing, customer, service and user experience with business needs

• Advanced degree
• Customer Obsessed – build customer empathy in partners
• Transformative Designer – design holistic, omni-channel experiences
• Relentless Investigator – discern insights from qualitative and quantitative inputs
• Storyteller – share discoveries and gain buy-in
• Ability to pitch design concepts clearly and concisely
• Creative problem-solving, curious mindset, enthusiastic work ethic
• Passion for innovation and collaborative methods

The salary range for this position is  -  USD annual and is eligible for an annual bonus based on performance. Actual compensation offered will be based on experience, skill level, or knowledge. Salaries are adjusted by market in CA, NY Metro and Seattle.

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and fingerprints
• You must meet the requirements of Section 19 of the Federal Deposit Insurance Act
• New hires (Level 4-7) require 9 months of continuous service to post on other roles; once met, minimum 6 months in position to post for future non-exempt roles. Level 8+ require 18 months
• All internal employees must meet performance expectations and have manager and HR approval to post
• Legal authorization to work in the U.S. is required
• We will not sponsor employment visas now or in the future

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Our Commitment: a diverse, inclusive culture where your skills and voice are valued. Reasonable Accommodation Notice:
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. If you require accommodations to apply or perform your job, please contact our Career Support Line at (8am–5pm CST, Mon–Fri).