Executive Director, Customer Experience Governance

The Customer Experience Governance team within Card and Connected Commerce sets the enterprise CX vision and turns into action-establishing clear standards, aligning teams around what "great" looks like, and ensuring every interaction is consistent, high-quality, and on-brand across every journey
and channel

As a Customer Experience Governance Executive Director in the Card and Connected Commerce team, you will set the strategic direction for customer experience governance and champion the development of enterprise-wide standards.

You will collaborate with partners across the organization to ensure every customer interaction is consistent, high-quality, and aligned with our business goals.

Your leadership will drive measurable business impact, elevate customer satisfaction, and position us as a leader in customer experience.

Together, we will foster a culture of continuous improvement and innovation.

Job Responsibilities:


* Define and communicate a compelling customer experience governance strategy that aligns with business objectives.


* Oversee the review and approval of all customer-facing communications for clarity and consistency.


* Evaluate projects to ensure UX/UI consistency and adherence to customer experience principles.


* Develop and institutionalize comprehensive standards for UX/UI, communications, and feedback mechanisms.


* Build strong partnerships with Product, Design, Technology, Operations, and Analytics teams.


* Govern the end-to-end lifecycle of customer communications to reinforce brand value and support growth.


* Implement advanced measurement frameworks linking CX performance to business outcomes.


* Build robust governance structures, forums, and controls for disciplined CX strategy execution.


* Foster a culture of continuous improvement, learning, and innovation in customer experience delivery.


* Act as the central authority and thought leader for all CX governance matters.


* Identify and promote emerging trends and best practices in customer experience.

Required qualifications, capabilities, and skills:


* 10+ years of progressive leadership in customer experience, UX/UI, or product roles.


* Expertise in experience design, content strategy, and customer journey orchestration.


* Proven success building and scaling governance frameworks for customer experience.


* Ability to influence executive leadership and drive cross-functional alignment.


* Advanced analytical skills in CX measurement and connecting insights to strategy.


* Exceptional executive communication and stakeholder management skills.


* Experience in consulting on customer experience, digital transformation, or governance.


* Demonstrated ability to lead change across diverse stakeholder groups.


* Strong track record of delivering measurable business impact through CX initiatives.


* Commitment to fostering a culture of continuous improvement and innovation....