Customer Experience Manager, Sr
Huntington National Bank•Detroit, MI
•Onsite
About The Position
The Customer Experience Manager (CEM) plays a strategic role in helping Huntington deliver experiences that build trust, loyalty, and long-term relationships with our customers. This role partners closely with senior leaders and business subject matter experts to turn customer and colleague feedback into clear, prioritized, and actionable insights that drive meaningful change. CEMs sit within the Experience Management Office (EMO) and act as trusted advisors to the business—connecting data, insights, and real customer stories to decisions that improve experiences and outcomes.
Requirements
- Bachelor's Degree
- 5 or more years experience in customer experience, insights, strategy, operations, analytics, or related fields
- Experience working directly with senior leaders or executives
- Experience working with cross-functional partners
- Financial services or regulated-industry experience
- Strong ability to synthesize data and feedback into clear insights
- Comfort influencing senior leaders without direct authority
- Excellent communication and storytelling skills
- Ability to simplify complex topics for executive audiences
- Structured, organized, and action-oriented mindset
Responsibilities
- Serve as a voice of the customer, listening to customers and colleagues through surveys, research, complaints, and feedback
- Understand customer journeys, pain points, and moments that matter
- Build a strong understanding of assigned business areas and their priorities
- Engage with senior leaders to understand strategic priorities and how experience insights can support them
- Identify the most important experience opportunities based on impact and feasibility
- Help business partners and senior leaders focus on what to act on now vs. later
- Balance customer needs, colleague experience, and business outcomes
- Translate insights into clear recommendations and actions
- Leverage emerging tools, including AI‑enabled capabilities, to help synthesize insights, identify patterns, and support timely, well‑informed recommendations
- Partner with leaders and teams to design and improve experiences
- Influence senior leaders to align on priorities and drive action, even without direct authority
- Support initiatives that reduce friction, improve satisfaction, and minimize risk
- Track experience performance (e.g., complaints, satisfaction, NPS)
- Monitor progress of improvement actions and outcomes
- Review results with business leaders and adjust recommendations based on impact and evolving business needs
- Deliver concise, easy-to-consume insights and updates tailored for senior leader audiences
- Tell the story with data, compelling visuals and customer narratives
- Share progress, learnings, and wins with stakeholders
- Partner closely with senior leaders, business leaders, product teams, operations, and frontline teams
- Collaborate with EMO partners across Research & Insights, Complaint Management, Operations & Oversight, and Experience Integration Strategy
- Partner with Risk, Compliance, and other control functions to ensure customer experience improvements align with regulatory expectations
- Act as an advocate for the customer while remaining grounded in business realities and strategic priorities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
