CX Vertical Industry Lead - Financial Services

Zoom

1d • $97,600 - $225,700 • Remote

About The Position

This role sits at the intersection of Financial Services expertise and go-to-market strategy, giving you the opportunity to define how Zoom's Customer Experience portfolio creates value for one of our highest-priority industries. You will own the Financial Services industry narrative, build scalable GTM plays, and connect customer insight to product strategy across banking, insurance, wealth management, and adjacent segments. Working alongside Sales, Solutions Engineering, Product, Marketing, Customer Success, and strategic partners, you will translate deep industry knowledge into repeatable commercial motions the broader field can execute independently. This is a high-visibility position where your work will also serve as the foundation for Zoom's broader vertical industry strategy, including future adaptation to Healthcare and additional strategic industries.

Requirements

• 10+ years of experience spanning Financial Services, enterprise technology, consulting, SaaS, or CX, with deep knowledge of Financial Services customer journeys, operating models, and business priorities across banking, insurance, wealth management, and adjacent segments
• Demonstrated ability to engage and influence senior executives at major financial institutions, translating industry insight into compelling technology and business-value narratives
• Strong understanding of modern Customer Experience technology, including AI, automation, contact center, digital engagement, CRM, and workflow platforms, with familiarity across core Financial Services technology ecosystems in banking, insurance, wealth management, and credit unions
• Proven track record developing or executing enterprise go-to-market strategies, including solution plays, executive narratives, enablement content, and competitive positioning
• Strong commercial instincts and understanding of complex enterprise sales motions, with the ability to move fluidly between executive-level strategy and hands-on field execution
• Demonstrated cross-functional influence across Sales, Product, Marketing, Solutions Engineering, Customer Success, and Partners, with exceptional communication, storytelling, and facilitation skills
• Ability to build repeatable frameworks, scalable GTM assets, and field-ready content that supports sales, product, and executive storytelling

Responsibilities

• Define a differentiated Financial Services CX point of view encompassing customer journeys, operational challenges, and emerging opportunities across banking, lending, payments, insurance, wealth management, and adjacent segments
• Develop and continuously refine a scalable portfolio of GTM assets, including executive narratives, priority customer journeys, AI and CX use cases, discovery frameworks, competitive positioning, business value and ROI narratives, reference architectures, and executive workshop content
• Build field-ready enablement materials for Sales and Solutions Engineering that can be executed independently, without requiring direct involvement in every customer opportunity
• Partner with account teams on high-priority Financial Services engagements to elevate conversations from product capabilities to strategic business outcomes through stronger discovery, executive engagement, and value articulation
• Establish a structured feedback loop between the Financial Services market and Product, identifying recurring workflow requirements, integration needs, capability gaps, and reusable assets such as agents and skills to accelerate GTM motions
• Collaborate with Technology and SI Alliance partners to develop joint solutions and GTM plays spanning core banking, CRM, payments, identity, fraud, data platforms, and workflow technology
• Codify a repeatable vertical operating model, from industry insight through customer priorities, solution plays, value narratives, field activation, and product feedback, and apply it first to Financial Services with a framework adaptable to Healthcare and future strategic industries

Benefits

• Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.
• Location based compensation structure
• Award-winning workplace culture
• Commitment to delivering happiness
• Benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.
• Opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.
• Fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential.
• Accommodation during the hiring process

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed