Director of Customer Insights jobs in Georgia

Job Description:

Role Summary/Purpose:

The VP, Customer Insights leader is focused on gathering Voice of Customer at every touchpoint along the customer’s journey.  This Customer Insights leader will be accountable and responsible for developing an enterprise customer journey-aligned listening path; defining, sourcing, and interpreting quantitative and qualitative feedback (e.g. transaction surveys, app reviews, etc.). They will set the strategy, define, execute and manage Synchrony’s customer insights methods, tools, and output.  This role oversees the process management of the Voice of Customer program and will engage and expand our listening posts.
 

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Enhance and evolve customer research methods, tools, and fuel Voice of the Customer insights, inclusive of Bank, GPCC, all credit platforms and client touchpoints.

• Identify and connect direct and indirect feedback sources, and operational data to create a comprehensive view of the customer and to measure customer satisfaction and effort.

• Lead Customer Satisfaction research across multiple products, channels and global call centers

• Deliver business-critical insights through in-depth customer and client research, speech analytics and data analysis.

• Support and participate in Journey transformation, in partnership with the Customer Experience Strategy teams, supplying insights and skilled resources to execute

• Use data visualization techniques to concisely convey ideas and connect business partners with insights and timely data

• Manage relationship with external research suppliers, including pricing negotiation and quality reviews

• Perform other duties and/or special projects as assigned

Within each area of responsibility noted above:

• Evaluate the current state of insights capabilities, leveraging industry leading practice

• Develop a future state vision of insights capabilities and a roadmap to execute

• Create an operating model that articulates the skills, processes, procedures, and tools required to operate the customer insights organization and its capabilities

• Collaborate with CX Strategy and Design team to design and buildout insights capabilities

• Collaborate with partner teams (data, social, complaints, and more) to source the data necessary to support the customer insights strategy

• Prioritize customer insights research activities and deliverables

• Implement insights capabilities and enhancements

• Monitor the quality and consistency of customer insights services and work products

• Manage the work and professional development of Customer Experience Insights employees

Qualifications/Requirements:

• Bachelor's Degree, or in lieu of a degree, a high school diploma and 10 years of equivalent work experience  

• A minimum of 9 years of progressive work experience, including:

  • 5 years experience developing customer survey strategies using different survey scoring methodologies (NPS, CSAT, etc.)

  • 5 years experience analyzing large volumes of customer experience data from multiple sources

  • 3 years of experience managing a staff developing customer experience or customer engagement insights

Desired Characteristics:

• Demonstrated quantitative expertise and analytical skills to manage team of researchers and apply results to business knowledge

• Experience managing both an onshore and offshore staff preferred

• Active Curiosity: Persistently looks for opportunity to delve deeper into data / findings to draw the most impactful insights for the customer’s experience and the business

• Passionate customer advocate

• Experience with Marketing Research / process design / process improvement   Proven track record of creating meaningful customer insights, with demonstrated business impact.

• Proficiency with quantitative and qualitative methods and ability to provide critical review of questionnaire design, segmentation logistics and KPI methodology

• Strong leadership presence. Skilled communicator who influences and negotiates with great latitude on outcomes

• Collaborative style and approach; comfortable working in a matrixed, decentralized structure

• Self-starter, high level of energy, motivation and ability to work independently, mobilize teams into action and manage multiple projects with demanding timelines

Grade/Level: 13

The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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