Vice President, 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 in the Card CX Insights & Experience team, 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.

Job Responsibilities


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


* 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.


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

Required qualifications, skills, and capabilities:


* Bachelor's degree required


* 8+ years of progressive experience in customer experience, strategy, analytics, or related fields within financial services, card business, or data-driven industries.


* Demonstrated success in strategy consulting, with a track record of driving business transformation and delivering measurable results.


* Proven experience leading cross-functional teams and managing complex, multi-stakeholder projects.


* Advanced proficiency in analytics, including experience with AI-driven tools, sentiment analysis, journey analytics,...