VP, Card CX Strategic Initiatives and Solutions

The Card CX Insights & Experience team is dedicated to integrating customer intelligence, journey performance, and solution delivery. Our mission is to drive measurable customer experience improvements across the Card & Connected Commerce businesses. We identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision. This vision is grounded in competitive insights and data-driven strategy.

As a VP, Strategic Initiatives and Solutions, you will play a pivotal role in shaping and executing the customer experience (CX) strategy for the Card & Connected Commerce businesses. You will lead cross-functional initiatives that address customer pain points, enhance journey performance, and deliver innovative solutions aligned with our future-state CX vision.

• Embed customer experience (CX) principles into strategy development, roadmap planning, and execution to ensure alignment with organizational goals.
• Operate with a product owner mindset, translating customer insights into comprehensive, actionable solutions that drive business impact.
• Lead special projects to address complex business challenges and evolving customer needs, fostering innovation and strategic growth.
• Demonstrate deep knowledge of the card business and financial services, leveraging industry expertise to inform decision-making.
• Drive business transformation and deliver measurable results in data-driven environments through effective problem-solving and strategic planning.
• Stay current on industry trends and best practices to inform and shape the organization’s future-state vision and competitive positioning.
• Apply advanced analytics expertise to extract meaningful insights from diverse data sources, including AI-driven tools, sentiment analysis, and journey analytics.
• Influence and engage cross-functional stakeholders through compelling storytelling, clear prioritization, and effective communication.
• Accelerate execution and drive operational efficiency by coordinating efforts and removing barriers in a collaborative environment.
• Exhibit robust organizational and project management skills, ensuring efficient delivery of initiatives across cross-functional teams.
• Monitor, measure, and report on the effectiveness of CX initiatives, using data-driven insights to continuously refine strategies and solutions.
• Tackle diverse project challenges with pragmatic, results-oriented problem-solving abilities.
• Communicate complex issues in a clear, concise manner, adapting messaging for various audiences, including senior leadership.
• Thrive in ambiguous environments, demonstrating adaptability and a willingness to learn new areas, especially within support functions

• Bachelor’s degree required; advanced degree (MBA, MS, or related field) preferred.
• 8+ years of progressive experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.
• Demonstrated success in strategy consulting, with a track record of driving business transformation and delivering measurable results.
• Proven experience leading cross-functional teams and managing complex, multi-stakeholder projects.
• Advanced proficiency in analytics, including experience with AI-driven tools, sentiment analysis, journey analytics, and interpreting machine learning results.
• Strong data-driven decision-making skills, with the ability to synthesize complex information into actionable insights.
• Deep understanding of the card business, financial services, and competitive landscape.
• Excellent communication and stakeholder management abilities.
• Experience with journey mapping, customer intelligence, and solution delivery preferred.
• Demonstrated ability to lead special projects and drive innovation.
• Strong storytelling and prioritization abilities to drive alignment and engagement.