Customer Experience Strategy Manager - Vice President

Help shape experiences that customers remember for the right reasons. In this role, you will turn customer insights into practical changes that reduce friction, improve outcomes, and strengthen long-term loyalty.

Job Summary

As a Customer Experience Strategy Manager, you lead initiatives that improve the end-to-end customer experience across partner card servicing. You use customer feedback, journey insights, and performance data to identify pain points, design solutions, and drive implementation with Operations, Marketing, Product, Design, Data, and Technology teams. You help us prioritize what matters most, measure results, and ensure customer needs are represented in decisions.

Job Responsibilities

• Understand the end-to-end customer lifecycle for partner card programs and identify opportunities to improve the experience
• Serve as the day-to-day liaison between product teams and the card servicing strategy team to align priorities and execution
• Partner with Operations, Marketing, Product, Design, Data, and Technology to define, prioritize, and deliver experience improvements
• Translate customer and performance insights into clear problem statements, root causes, and actionable solutions
• Build business cases that quantify customer impact and operational benefits to support prioritization decisions
• Establish and monitor key performance indicators to measure initiative effectiveness and customer outcomes
• Lead discovery activities such as call listening, journey mapping, data mining, focus groups, and competitive reviews
• Coordinate end-to-end implementation plans, including timelines, dependencies, and change readiness with partners
• Create concise updates and reports for senior leaders highlighting progress, results, risks, and next steps
• Advocate for customers by ensuring their needs are considered in design and policy decisions
• Identify opportunities to simplify processes and automate manual work to reduce customer effort

Required Qualifications, Capabilities, and Skills

• Experience improving customer experiences in a service, operations, product, or strategy role
• Strong analytical skills, including the ability to interpret trends, identify root causes, and make data-informed recommendations
• Experience collaborating across multiple teams and aligning stakeholders on shared priorities
• Ability to structure ambiguous problems and move from insight to execution
• Strong written and verbal communication skills, including executive-ready updates and storytelling with data
• Experience defining success measures and tracking outcomes over time
• Comfort engaging directly with customer feedback sources (calls, complaints, surveys, journey insights)
• Ability to manage multiple initiatives simultaneously while maintaining attention to detail
• Sound judgment and a focus on risk-aware, customer-friendly solutions
• Bachelor’s degree or equivalent practical experience

Preferred Qualifications, Capabilities, and Skills

• Experience in financial services, lending, or credit card customer experiences
• Demonstrated success in process improvement and operational change delivery
• Familiarity with digital servicing journeys and self-service experiences
• Experience with automation, workflow improvements, or technology-enabled service enhancements
• Experience facilitating workshops (journey mapping, root cause analysis, solution design)
• Experience creating partner-facing or leadership-facing performance reporting