Customer Experience Managers

Job Overview

Company Name:
Synchrony

Role Summary/

Purpose:

The VP, Senior CX Designer is a key role in Synchrony's way of working, responsible for driving end‑to‑end consumer experience transformation across products and services. They will work as part of a strategic and innovative team, with a mandate to accelerate deeper consumer engagement with the Synchrony brand leveraging new programs and capabilities. The VP, Senior CX Designer will collaborate on a wide range of projects, bringing deep expertise in human‑centered and service design thinking methods and practices to investigate and solution CX improvement opportunities.

They will work closely with other members of the CX strategy team and cross‑functional departments to create holistic, omni‑channel experiences destined for execution and launch. This role requires hands‑on design strategy formulation and concept design experience.

Our Way of Working:
We pride ourselves on offering choice and flexibility. You can work from home, at a nearby hub, or visit an office. Occasionally you may be required to commute for in‑person engagement activities such as business or team meetings, training and culture events.

• Leverage customer experience and service design knowledge and expertise 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, and clusters.
• Synthesize data from multiple sources—research findings, analytics, customer feedback (speech, VOC, complaints, journey measurement, etc.)—and turn this into a clear direction.
• Plan, design, and conduct quantitative and qualitative research studies, independently or while guiding 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 acting as a contributing member of a cross‑functional team.
• Monitor customer experience trends and best practices across industries to maintain an objective outside‑in perspective and implement appropriate practices at Synchrony.
• Participate in the execution of internal cultural transformation activities that deepen CX acumen across the company.
• Develop and maintain in‑depth knowledge of consumer experiences in our ecosystem of channels and form key relationships with associated stakeholders and leaders.
• Communicate data‑driven insights, opportunities, and recommendations in a clear and compelling manner to gain stakeholder buy‑in.
• Articulate and visualize the value of innovative, inspired, and simple but effective design concepts to demonstrate how they support Synchrony CX design principles through storytelling.
• Perform other duties and/or special projects as assigned.

• Bachelor's degree (in lieu of a degree, 12 years of Customer Experience or Service Design experience).
• 8+ years of experience in Customer Experience or Service Design.
• Advanced experience with collaborative journey mapping and facilitating co‑creation workshops, in person or remotely.
• Background working directly with Marketing / Digital teams for design implementation.
• Advanced experience in researching, uncovering insights, and collaboratively solutioning for full‑range customer and service experiences.
• Advanced experience balancing brand, marketing, customer, service, and user experience with business needs and making trade‑offs.

• Advanced degree.
• Customer Obsessed – ability to build empathy and emotionally connect to the lives and realities of the people we serve.
• Transformative Designer – hands‑on experience designing holistic, omni‑channel consumer experiences.
• Relentless Investigator – history of discerning insights from qualitative and quantitative inputs.
• Storyteller – ability to share discoveries, influence partners, and create enthusiasm for an idea or design.
• Creative problem‑solving skills, curious mind, and enthusiastic work ethic with…