VP, Card CX Strategic Initiatives and Solutions

The Card CX Insights & Experience team is dedicated to integrating customer intelligence, journey performance, and solution delivery.

Our mission is to drive measurable customer experience improvements across the Card & Connected Commerce businesses.

We identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision.

This vision is grounded in competitive insights and data-driven strategy.

As a VP, Strategic Initiatives and Solutions, you will play a pivotal role in shaping and executing the customer experience (CX) strategy for the Card & Connected Commerce businesses.

You will lead cross-functional initiatives that address customer pain points, enhance journey performance, and deliver innovative solutions aligned with our future-state CX vision.

Key Responsibilities


* Embed customer experience (CX) principles into strategy development, roadmap planning, and execution to ensure alignment with organizational goals.


* Operate with a product owner mindset, translating customer insights into comprehensive, actionable solutions that drive business impact.


* Lead special projects to address complex business challenges and evolving customer needs, fostering innovation and strategic growth.


* Demonstrate deep knowledge of the card business and financial services, leveraging industry expertise to inform decision-making.


* Drive business transformation and deliver measurable results in data-driven environments through effective problem-solving and strategic planning.


* Stay current on industry trends and best practices to inform and shape the organization's future-state vision and competitive positioning.


* Apply advanced analytics expertise to extract meaningful insights from diverse data sources, including AI-driven tools, sentiment analysis, and journey analytics.


* Influence and engage cross-functional stakeholders through compelling storytelling, clear prioritization, and effective communication.


* Accelerate execution and drive operational efficiency by coordinating efforts and removing barriers in a collaborative environment.


* Exhibit robust organizational and project management skills, ensuring efficient delivery of initiatives across cross-functional teams.


* Monitor, measure, and report on the effectiveness of CX initiatives, using data-driven insights to continuously refine strategies and solutions.


* Tackle diverse project challenges with pragmatic, results-oriented problem-solving abilities.


* Communicate complex issues in a clear, concise manner, adapting messaging for various audiences, including senior leadership.


* Thrive in ambiguous environments, demonstrating adaptability and a willingness to learn new areas, especially within support functions

Qualifications


* Bachelor's degree required; advanced degree (MBA, MS, or related field) preferred.


* 8+ years of progressive experience in cust...