CX Program Delivery Lead

Truist • Charlotte, NC

2d • Onsite

About The Position

The CX Program Delivery Lead plays a critical role in shaping and driving Truist’s enterprise‑wide client experience strategy. In this high‑impact role, you will lead the development and execution of the CX strategy and enterprise reporting framework, ensuring senior leadership receives clear, meaningful, and timely insights that support key business decisions. You will set and enable the CX strategy that drives client loyalty, translating insight into action at enterprise scale. You will build strong cross‑functional partnerships across the enterprise—spanning CSBB, Wholesale, TD&O, and other business groups—to activate major CX initiatives, align stakeholders, and deliver seamless execution. This role requires strong executive presence and exceptional communication skills, as you will regularly engage senior leaders and influence outcomes across diverse business units. You’ll also drive change delivery and program management efforts critical to the success of multiple strategic initiatives, ensuring alignment with organizational goals and consistently elevating the client experience. On-site/5 days a week - Charlotte, NC

Requirements

• Bachelor’s degree in a business-related field, or equivalent education and related training
• 10 years of experience in consulting, project management or process improvement related role.
• Strong communication skills, both written and verbal, with ability to influence others and facilitate difficult conversations with leadership
• Knowledge of the industry's competitive landscape and the factors that differentiate Truist and it’s competitors in the market
• Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders
• Ability to provide direction, coaching and mentorship to experienced teammates
• Ability and willingness to learn and adapt as the needs of the job change
• Fluent in Excel and PowerPoint, preparing presentations for senior level teammates

Nice To Haves

• Master's degree or MBA
• Five years of experience in the financial services industry or consulting
• Experienced in working with third parties (On or Offshore, Vendors, etc.).

Responsibilities

• Facilitate collaboration with cross-functional leaders to develop and deliver executive-level reports that provide actionable insights for executive leadership.
• Design, implement, and maintain a robust governance and reporting framework for client experience insights.
• Manage deliverable timelines, coordinating multiple reporting initiatives across different business units to meet organizational needs.
• Lead the activation and execution of enterprise-wide client experience strategies, organizing and overseeing key activities with cross-functional leaders to drive success.
• Strong business acumen/knowledge, management experience, problem solving, critical thinking, influencing and sound decision-making skills.
• Demonstrates the ability to effectively prioritize.
• Explain and interpret complex, difficult, or sensitive information; view business challenges from diverse perspectives to effectively liaison between Client Experience and Operational Excellence and other stakeholders.
• Oversee and/or prepare and maintain necessary materials and artifacts to ensure reporting outputs have an appropriate level of traceability, tracking all impacts to completion and knowledge delivery to impacted audiences.
• Serve as a leader, directly leading multiple teammates and providing a cohesive, inclusive, team-oriented culture aligned with the Truist purpose, mission, and values.

Benefits

• Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
• Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
• Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level