Senior Manager, Customer Experience and Transformation
Core
Advancing customer experience priorities across North American Retail Payments by identifying opportunities to improve client outcomes, reduce friction, and strengthen business performance using data and insights.
Role type
Senior Manager, Customer Experience & Transformation
Builds
Strategic initiatives to improve NPS, reduce customer friction, and enhance end-to-end journeys for retail payment clients.
Domain
Financial Services / Retail Payments
Deliverable
dashboards & analysis
Required skills
Customer experience strategy, data analysis, process optimization, stakeholder influence, strategic planning, operational improvement
Preferred skills
NPS analysis, complaint analysis, digital servicing, call deflection, operational efficiency
Technologies
NPS tools, operational data systems
Responsibilities
Analyze customer feedback and operational data to identify trends and root causes; Translate insights into strategic recommendations for prioritizing initiatives; Partner with business leaders to embed customer experience considerations into decision-making; Identify and assess process optimization opportunities to reduce manual effort and costs; Collaborate across business groups to ensure consistent servicing experiences and improve customer outcomes.
Seniority
Senior, hands-on IC with strategic planning and execution responsibilities