VP, B2B Products Customer Experience Manager

at Synchrony in BENTONVILLE, Arkansas, United States

Job Description

Job Description:

Role Summary/Purpose

At Synchrony, we enable commerce by delivering the leading financial ecosystem that connects our partners and our customers through world-class technology, products, and capabilities. Our partners and customers are at the forefront of everything that we do.

As a critical member of the enterprise Product Management team, the successful candidate will be responsible for helping drive & achieve Synchrony’s business objectives with innovative products and capabilities and will demonstrate SYF’s ability to understand and meet our clients’ needs through technology-driven, innovative solutions and enhancements. This leader will need to be both a Product strategist and an executor. The individual must be a strong communicator who functions well in a highly matrixed corporate environment and help identify opportunities for product expansion and enhancement that enables business growth. He/She/They will form a strong partnership with the DD&E team as well as strong cross-functional relationships with Technology, Operations, Credit & other critical functions to drive these focus areas.

The B2B Products Customer Experience Manager will provide subject matter expertise and support for current portfolios and product expansion, customer experience and product enhancements. The team member will work with a cross functional team to support the product as well as quality assurance for on-going product capabilities and platform operations. He/she/they will provide oversight regarding new portfolio product launches and will support ongoing enhancements. The leader will focus on facilitating understanding of the technical components of our systems, defining processes, test, audit method, controls, and developing tools and procedures to ensure product success.

This position is currently remote, where you’ll be work from home, but may be required to work in one of our offices in the future or occasionally commute to one our offices for in person engagement activities such as team meetings, training and culture events.

We’re proud to offer you flexibility, so candidates will be considered who live near any of Synchrony locations ( : Alpharetta, GA, Altamonte Springs, FL, Bentonville, AR, Boise, ID, Canton, OH, Charlotte, NC, Chicago, IL, Costa Mesa, CA, Draper, UT, Kettering, OH, Marlborough ,MA, Merriam, KS, New York, NY, Phoenix, AZ, San Francisco, CA, St. Paul, MN or Stamford, CT

Essential Functions/Responsibilities

+ Partner with the DD&E, as well as various technology teams to drive efficiency and commercialization of B2B digital capabilities across the franchise. This includes developing and promoting how our capabilities are meeting the rapidly changing needs of our business, partners, and customers by telling the story internally, with our partners and industry.

+ Drive delivery of key B2B Products digital growth initiatives with existing SYF’s partners.

+ Lead a comprehensive assessment of business digital customer experience during customer lifecycle (e.g.: prospect, application, use, pay, reconcile, collection, etc.).

+ Lead customer experience competitive benchmark and business customer research in partnership with internal stakeholders to inform product and capabilities roadmap.

+ Partner with key stakeholders to identify and implement key metrics that can drive enhancements to digital customer experience and measure its effectiveness across digital channels and throughout the business customer life cycle.

+ Identify, champion, and deploy initiatives to leverage existing digital capabilities to reduce cost while enhancing business customer experience.

+ Develop and lead execution of project plans for multiple digital initiatives that include deployment of agile methodologies, identification and management of major milestones, critical risk indicators and mitigation strategies, cost estimating and budget management, resource requirements, and key success metrics

+ Facilitate project increment meetings and cross functional prioritization and alignment around B2B Products digital roadmap.

+ Lead evaluation and implementation of new solutions leveraging partnerships, new technology and addressing both partner and business customer needs.

+ Collaborate across the organization to drive delivery and gain stakeholder alignment

+ Monitor and communicate project status and make recommendations for changes or improvements

+ Develop B2B Digital Capabilities roadmap in partnership with key stakeholders.

+ Perform other duties and/or special projects as assigned


+ Bachelor’s Degree or 7+ years of equivalent work experience in Financial services, consulting and/or B2B/small business/Commercial space

+ Minimum of 2 years’ experience working in agile work environment

+ Minimum of 5 years’ project management experience, including working cross-functionally with teams and managing multiple projects at once

+ Minimum of 3 years’ Product Management Experience

+ Excellent PC proficiency (MS Office Suite)

+ Strong presentation and communication skills (verbal and written)

Desired Qualifications:


+ Demonstrated analytical and financial skills

+ Demonstrated success in developing and executing digital customer experience strategies

+ Broad and comprehensive understanding of financial, analytical, organizational concepts and principles

+ Ability to influence across a matrix environment

+ Experience in an external market/client facing role with a proven track record of being able to drive growth and develop strong partner relationships.

+ Experience working with or other equivalent CRM/customer engagement tool

+ Six-sigma or lean six-sigma experience

+ Experience evaluating, developing and executing customer engagement and experience strategies

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 24 months’ time in position before they can post. All internal employees must have at least a “consistently meets expectations” performance rating 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 requirement).

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.

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.

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Job Posting: JC194936462

Posted On: Oct 15, 2021

Updated On: Oct 22, 2021