Senior Director, Customer Experience Strategy – Business Banking & MPS
About The Position
Customer Experience Lead for Business Banking (BB) and Merchant & Payment Solutions (MPS) is a senior leader responsible for shaping, driving, and operationalizing end-to-end customer experience strategies across two critical business lines. This role operates at the intersection of customer, product, operations, and strategy—ensuring that customer experience priorities translate into measurable improvements in satisfaction, growth, servicing effectiveness, and operational performance. The leader will partner across Product, Sales, Servicing, Operations, and Analytics teams to define experience standards, identify critical pain points, and drive coordinated actions that improve customer journeys at scale. With accountability across BB and MPS, this role requires a leader who can balance strategic vision with execution, influence across a complex matrix, and drive alignment on high-impact initiatives that enhance customer outcomes and business performance.
Requirements
- Bachelor’s degree or equivalent experience; Master’s preferred
- 10+ years of leadership experience in customer experience, product strategy, operations, or related disciplines
- Proven ability to drive CX improvements tied to business outcomes.
Nice To Haves
- Experience in Business Banking, Merchant Services, or related financial services
- Strong executive communication, storytelling, and deck-building expertise
- Proven ability to influence complex, matrixed organizations.
- Experience leading cross-business journey improvements and large-scale initiatives.
- Strong partnership experience with Product, Operations, and Analytics teams
Responsibilities
- Define and lead the CX strategy and performance framework across BB and MPS
- Identify critical customer journeys, pain points, and experience gaps impacting satisfaction, growth, and retention.
- Establish and own CX metrics (e.g., CSAT, NPS, complaints, operational indicators) tied to business outcomes.
- Ensure performance insights enable root cause identification and action, not just reporting.
- Translate CX priorities into actionable, sequenced roadmaps with clear ownership and measurable impact.
- Partner with Product, Operations, Servicing, Marketing, and Technology leaders to embed CX improvements into execution.
- Drive a closed-loop model where insights lead to actions, outcomes are measured, and improvements are iterated.
- Identify opportunities to simplify journeys, reduce friction, and improve customer outcomes across the lifecycle.
- Establish governance to track CX initiatives, decisions, and realized impact.
- Translate complex data, customer signals, and business context into clear, compelling executive narratives.
- Lead the creation of high-impact decks and storytelling artifacts that drive alignment, prioritization, and decision-making.
- Serve as a trusted advisor to senior leaders on CX priorities, trade-offs, and investment decisions.
- Influence across a highly matrixed organization to drive alignment and momentum on key initiatives.
- Lead large-scale CX initiatives to improve end-to-end journeys and operational effectiveness.
- Champion a customer-first mindset and embed CX thinking into business decisions.
- Drive continuous improvement and innovation in how customer experiences are delivered.
- Lead and develop a high-performing team focused on CX strategy, performance, and execution.
- Establish standards, governance, and best practices for CX delivery across BB and MPS
- Foster a culture of accountability, collaboration, and customer obsession.
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- Incentive and recognition programs
- Equity stock purchase
- Pension (all benefits are subject to eligibility requirements)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
