Senior Director - Experience & Insight, Credit Card Customer Experience (Hybrid)
Core
Lead the global Credit Card Customer Experience organization to define world-class experiences, monitor execution, and generate insights to drive improvements across 16,000+ agents.
Role type
Senior Director, Customer Experience Strategy & Operations
Builds
Global customer experience ecosystem, servicing standards, and brand personality calibration for credit card operations
Domain
Financial Services / Credit Card Operations
Required skills
Strategic vision, team leadership, stakeholder management, program design, change management, instructional design, relationship management
Preferred skills
Leading remote teams, developing learning strategies, using ADDIE/SAM models, leading L&D organizations
Technologies
QXP, ADDIE, SAM
Responsibilities
Define long-term experience and insight strategy, lead and mentor high-performing teams, oversee servicing strategy design and deployment, act as primary partner to executive leadership, drive continuous improvement in products and processes
Seniority
Senior Director, strategic leadership & mentorship