VP, Consumer Bank - Customer Experience

E2403890-5

Job Description

Role Summary/Purpose:

Synchrony’s Consumer Bank provides an award-winning suite of products, that help our customers save smart for today and tomorrow. We also serve as a primary funding source for the enterprise and are critical to Synchrony’s broader growth.

The VP, Consumer Bank - Customer Experience is responsible for owning and innovating Synchrony’s Consumer Bank customer experience and journey mapping. They report directly into the leader of Consumer Bank Product and CX, which includes product management, product delivery and customer experience.

Our Way of Working

We’re proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities

• Partner with the Consumer Bank product and customer experience team to drive best in class customer experiences
• Maintain a strong understanding of our competitor products and experiences, and proactively communicate and activate on industry trends with the broader team
• Build and document an in-depth understanding of the holistic Consumer Bank business and our customer experiences
• Build and manage the overall servicing roadmap, including proactively understanding the customer and the business needs
• Successfully deliver and execute on project plans by partnering with key stakeholders across the team, business and organization
• Partner with customer experience teams on the card side of the business to find synergies and activate on enterprise opportunities
• Perform other duties and/or special projects as assigned
  
  

Qualifications/Requirements

• 5+ years of work experience, including critical experiences in digital customer/user experience and/or journey mapping
• Ability to travel – 20%
  
  

Desired Characteristics

• Experience in financial services, specifically digital banking
• Experience working and successfully influencing cross-functional teams
• Exceptional relationship building
• Strong analytical skills
• Excellent verbal and written communication skills
  
  

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).
  
  

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time
  
  

Job Family Group

Other Business Administration