Customer Experience Manager, Sr

Huntington National Bank•Detroit, MI

2d•Hybrid

About The Position

This position is available to be located in the Huntington Corporate office footprint Role Summary 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. What You’ll Do Listen & Learn 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 Partner with the business to prioritize What Matters Most 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 Turn Insights into Action 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 Measure & Monitor Impact 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 Communicate Clearly 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 How You’ll Work 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 What Success Looks Like Senior leaders and business partners clearly understand customer experience priorities Insights lead to real, implemented actions Customer pain points are reduced and experiences improve over time Leaders trust and proactively seek out the CEM’s perspective What You Bring Skills & Capabilities 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 This position is available to be located in the Huntington Corporate office footprint

Requirements

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
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

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