Synchrony
SVP, Enterprise Customer Experience Strategy Leader
Synchrony, Stamford, Connecticut, United States, 06925
SVP, Enterprise Customer Experience Strategy LeaderSVP, Enterprise Customer Experience Strategy Leader Get AI-powered advice on this job and more exclusive features.
Role Summary/Purpose:
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
The Enterprise Customer Experience Strategy Leader is responsible for driving transformation and optimization of customer journeys across Synchrony. This leader will leverage customer insights, data analytics, technology, and strategic communications to develop strategies that deepen relationships, support issue resolution and elevate customer engagement through actionable, measurable initiatives across all platforms, channels, and segments. This role also champions organizational transformation by articulating the business value of exceptional customer experiences, acting as a change agent and advocate for continuous improvement. JOB_POSTING-3-73251
Job Description
Role Summary/Purpose:
The Enterprise Customer Experience Strategy Leader is responsible for driving transformation and optimization of customer journeys across Synchrony. This leader will leverage customer insights, data analytics, technology, and strategic communications to develop strategies that deepen relationships, support issue resolution and elevate customer engagement through actionable, measurable initiatives across all platforms, channels, and segments. This role also champions organizational transformation by articulating the business value of exceptional customer experiences, acting as a change agent and advocate for continuous improvement.
Key objectives include advancing both new consumer and existing customer digital engagement, streamlining new account onboarding, account management and enhancing communication strategies. The position reports to the SVP of Consumer Engagement & Brand and leads a team of Customer Experience strategists aligned to the enterprise customer journey.
Our Way of Working
We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.
Essential Responsibilities
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.
Qualifications/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
Desired Characteristics
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
Grade/Level: 15
The salary range for this position is
200,000.00 - 330,000.00
USD Annual. This position is also eligible for an Annual Incentive Plan target of 25% of salary and an Annual Equity target of 25% of salary.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle.
Eligibility Requirements
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 submit fingerprints as part of the onboarding process You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 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
When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time
Job Family Group
MarketingSeniority level
Seniority levelNot Applicable Employment type
Employment typeFull-time Job function
Job functionFinance Referrals increase your chances of interviewing at Synchrony by 2x Sign in to set job alerts for “Vice President Customer Experience” roles.Vice President, AI Operations and Systems Bethpage, NY $178,500.00-$255,000.00 4 months ago Queens, NY $163,600.00-$245,400.00 16 hours ago Queens, NY $163,600.00-$245,400.00 17 hours ago Mount Kisco, NY $98,300.00-$170,100.00 2 days ago Rockleigh, NJ $200,000.00-$260,000.00 3 weeks ago Englewood Cliffs, NJ $230,000.00-$270,000.00 2 weeks ago Englewood Cliffs, NJ $225,000.00-$275,000.00 2 days ago Vice President, Direct Marketing Creative Stamford, CT $190,100.00-$316,700.00 2 weeks ago Purchase, NY $170,000.00-$284,000.00 1 week ago Platform and Client Operations - Assistant Vice President Greenwich, CT $100,000.00-$150,000.00 20 hours ago Stamford, CT $50,000.00-$60,000.00 1 week ago Fairfield County, CT $100,000.00-$150,000.00 4 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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The following information aims to provide potential candidates with a better understanding of the requirements for this role.
The Enterprise Customer Experience Strategy Leader is responsible for driving transformation and optimization of customer journeys across Synchrony. This leader will leverage customer insights, data analytics, technology, and strategic communications to develop strategies that deepen relationships, support issue resolution and elevate customer engagement through actionable, measurable initiatives across all platforms, channels, and segments. This role also champions organizational transformation by articulating the business value of exceptional customer experiences, acting as a change agent and advocate for continuous improvement. JOB_POSTING-3-73251
Job Description
Role Summary/Purpose:
The Enterprise Customer Experience Strategy Leader is responsible for driving transformation and optimization of customer journeys across Synchrony. This leader will leverage customer insights, data analytics, technology, and strategic communications to develop strategies that deepen relationships, support issue resolution and elevate customer engagement through actionable, measurable initiatives across all platforms, channels, and segments. This role also champions organizational transformation by articulating the business value of exceptional customer experiences, acting as a change agent and advocate for continuous improvement.
Key objectives include advancing both new consumer and existing customer digital engagement, streamlining new account onboarding, account management and enhancing communication strategies. The position reports to the SVP of Consumer Engagement & Brand and leads a team of Customer Experience strategists aligned to the enterprise customer journey.
Our Way of Working
We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.
Essential Responsibilities
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.
Qualifications/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
Desired Characteristics
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
Grade/Level: 15
The salary range for this position is
200,000.00 - 330,000.00
USD Annual. This position is also eligible for an Annual Incentive Plan target of 25% of salary and an Annual Equity target of 25% of salary.
Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.
Salaries are adjusted according to market in CA, NY Metro and Seattle.
Eligibility Requirements
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 submit fingerprints as part of the onboarding process You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act. New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. 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
When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.
This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all.
Reasonable Accommodation Notice
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time
Job Family Group
MarketingSeniority level
Seniority levelNot Applicable Employment type
Employment typeFull-time Job function
Job functionFinance Referrals increase your chances of interviewing at Synchrony by 2x Sign in to set job alerts for “Vice President Customer Experience” roles.Vice President, AI Operations and Systems Bethpage, NY $178,500.00-$255,000.00 4 months ago Queens, NY $163,600.00-$245,400.00 16 hours ago Queens, NY $163,600.00-$245,400.00 17 hours ago Mount Kisco, NY $98,300.00-$170,100.00 2 days ago Rockleigh, NJ $200,000.00-$260,000.00 3 weeks ago Englewood Cliffs, NJ $230,000.00-$270,000.00 2 weeks ago Englewood Cliffs, NJ $225,000.00-$275,000.00 2 days ago Vice President, Direct Marketing Creative Stamford, CT $190,100.00-$316,700.00 2 weeks ago Purchase, NY $170,000.00-$284,000.00 1 week ago Platform and Client Operations - Assistant Vice President Greenwich, CT $100,000.00-$150,000.00 20 hours ago Stamford, CT $50,000.00-$60,000.00 1 week ago Fairfield County, CT $100,000.00-$150,000.00 4 weeks ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr