VP Of Client Experience Strategy

First Horizon•Memphis, TN

6d•Onsite

About The Position

We are seeking a Client Experience Strategist who will play a critical role in shaping our future. The VP, Client Experience Strategy is responsible for defining and advancing the bank’s client experience strategy and creating a prioritized roadmap for how to strengthen current relationships while we build new ones for the future. You will be at the intersection of client insights, experience design, and business strategy — responsible for defining and prioritizing the client experiences that matter most, and ensuring they are translated into actionable design and delivery across the organization.

Requirements

5+ years of experience in customer or client experience design, service design, UX strategy, or a closely related field.
Demonstrated ability to translate research and data into strategic experience recommendations.
Proficiency in journey mapping, service blueprinting, and experience design tools (e.g., Miro, Figma, or equivalent).
Strong understanding of brand strategy and the role of experience in delivering on brand equity.
Excellent communication and storytelling skills, with the ability to influence stakeholders at multiple levels.
Experience working in a cross-functional, matrixed environment.
Familiarity with voice-of-the-client platforms (e.g., Medallia, Qualtrics) and CX measurement frameworks.

Nice To Haves

Background in or strong working knowledge of brand strategy or design systems.

Responsibilities

CX Strategy & Prioritization (Primary Focus)
Define enterprise and line-of-business CX priorities based on client insights, business goals, and performance gaps
Identify the critical journeys and moments that drive client loyalty, retention, and growth
Establish and maintain a CX roadmap, ensuring alignment across Product, Retail, Digital, and Marketing
Connect CX opportunities to client and financial outcomes (NPS, retention, product adoption, cost-to-serve)
Define governance frameworks and operating models that embed CX priorities into product, brand marketing, and delivery roadmaps
Ensure CX initiatives are operationalized and sustained across the organization
Experience Definition & Design Direction (Player/Coach)
Translate prioritized CX opportunities into clear experience strategies and design direction
Partner with CX Design and Journey Orchestration leads to bring experiences to life
Step in as a player/coach on high-priority initiatives where additional design leadership is required
Ensure experience frameworks and solutions align to brand promise and client expectations
Insights Translation & Business Alignment
Translate VoC, brand tracking, and behavioral insights into clear, actionable experience priorities
Facilitate alignment across cross-functional teams through structured problem framing and workshops
Serve as a bridge between Insights, Design, and Business teams
Communicate CX priorities and progress to senior leadership with clarity and business relevance
Translates CX insights and performance into clear executive narratives that articulate impact on growth, loyalty, and differentiation
Present CX strategy and journey priorities into senior leadership, building alignment and driving decision-making