Customer Experience Strategy Manager

Responsibilities:

• Influences and collaborates with journey team and cross-functional enablement teams to create journey transformations that drive significant change to the client experience.
• Partners with business leaders and develops innovative and non-traditional solution designs. Designs and oversees experiment to measure and implement integrated solutions across multiple channels (web, email, print, phone, etc).
• Oversees and monitors health of client experience family from end-to-end using internal and external metrics. Manages deliverables and KPIs of journey team and elevate help requests to alleviate roadblocks.
• Ensures journey business outcomes are linked to business case drivers.
• Generates and sustains strong business support by working with team members to help forge common understanding of the commercial decisions/impacts and the client propositions proposed. Drives connection across all appropriate stakeholders both within and outside of department to optimize client experiences end-to-end.
• Conducts analyses required to problem solve with the team on specific delivery, design, and strategic issues.
• Supports program business analysis and systems thinking by preparing and reviewing thought observations, process/system maps, data analysis, and research findings.
• Serves as subject matter expert supporting discussions with internal stakeholders and external clients.
• Participates and influences ongoing business planning and departmental prioritization activities.
• Participates in special projects and performs other duties as assigned.

• 8 or more years work experience, including 3+ years of leading large cross-functional/cross-regional teams on major organizational projects
• Undergraduate degree or equivalent combination of training and experience. Graduate degree preferred.
• Demonstrated ability to lead and influence cross-functional teams in developing and executing end-to-end client journey transformations, using data-driven insights to improve client experiences across multiple channels.
• Strong analytical skills with experience conducting research, interpreting metrics, building business cases, and leveraging systems-thinking approaches to inform solution design and strategic recommendations.
• Exceptional ability to partner with business leaders, subject matter experts, and external partners to align on goals, resolve roadblocks, and ensure solutions are integrated, scalable, and aligned to organizational priorities.
• Experience designing innovative, non-traditional solutions and overseeing experiments or pilots across digital and traditional channels (e.g., web, email, phone, print), ensuring measurable business and client impact.
• Strong business acumen with the ability to translate complex commercial impacts, client insights, and operational constraints into clear, actionable recommendations that gain broad organizational support.