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Role Overview

The Senior Manager, Customer Experience & Transformation will play a key role in advancing customer experience priorities across North American Retail Payments, with a focus on identifying opportunities to improve client outcomes, reduce friction, and strengthen overall business performance. This role will use customer feedback, operational insights, NPS results, complaint themes, and business data to identify pain points, recommend strategic priorities, and support initiatives that improve the customer experience while also reducing work effort, operational complexity, and costs.

The individual will work closely with business groups across NARP and key partners across the organization to translate customer and colleague insights into actionable recommendations, prioritized initiatives, and measurable improvements. The role will support both strategic planning and execution, helping ensure customer experience priorities are aligned to business objectives, operational readiness, risk considerations, and enterprise partner capabilities.

Key Accountabilities

Customer Experience Strategy & Insights

• Support the development and execution of customer experience priorities across NARP, with a focus on improving NPS, reducing customer friction, and enhancing end-to-end journeys.
• Analyze customer feedback, NPS results, complaints, operational data, and other feedback loops to identify key trends, root causes, and areas of opportunity.
• Translate customer insights into strategic recommendations that help prioritize initiatives with the greatest potential impact on client experience and business outcomes.
• Partner with business leaders to ensure customer experience considerations are embedded into decision-making, project planning, and ongoing operational improvements.
• Monitor emerging customer pain points and provide recommendations to address issues before they create broader service, reputational, or operational impacts.

Process Optimization & Efficiency

• Identify and assess process optimization opportunities that simplify customer and colleague experiences while reducing manual effort, rework, calls, escalations, and avoidable costs.
• Support business cases and recommendations for initiatives that drive call deflection, improve first-contact resolution, reduce fee or rewards leakage, and enhance digital or assisted-channel servicing.
• Work with operational teams to understand current-state processes, identify pain points, and recommend practical improvements that improve execution and customer outcomes.
• Support the prioritization of process improvement opportunities based on customer impact, effort, cost, risk, and strategic alignment.
• Contribute to the design and implementation of process changes, ensuring business readiness, stakeholder alignment, and effective adoption.

Cross-Functional Partnership

• Collaborate across NARP business groups and with key enterprise partners, including Digital, Operations, Fraud, Technology, Product, Risk, Compliance, Virtual Connect, Branch, and other stakeholder groups.
• Act as a customer experience and process optimization partner on strategic initiatives, ensuring customer and colleague impacts are understood and addressed.
• Facilitate alignment across teams to support consistent servicing experiences, reduce channel gaps, and improve customer outcomes across digital and assisted channels.
• Build strong working relationships with internal partners to influence priorities, remove barriers, and support successful delivery of customer-focused improvements.

Data Analysis, Governance & Prioritization

• Leverage quantitative and qualitative data to prepare insights, recommendations, executive summaries, and decision materials.
• Support governance routines by tracking key customer experience themes, initiative progress, risks, dependencies, and expected benefits.
• Help maintain visibility into customer experience priorities, including NPS performance, complaint drivers, friction points, self-service opportunities, and efficiency benefits.
• Provide clear reporting and recommendations to support leadership discussions, prioritization decisions, and funding considerations.

Key Skills & Experience

• Strong understanding of customer experience principles, customer journey pain points, and operational improvement practices.
• Demonstrated ability to analyze data, identify trends, and convert insights into clear business recommendations.
• Strong strategic thinking and problem-solving skills, with the ability to balance customer impact, operational feasibility, cost, and risk.
• Experience working across multiple business groups and influencing stakeholders without direct authority.
• Strong communication skills, including the ability to prepare executive-ready summaries, presentations, recommendations, and business cases.
• Ability to manage competing priorities, support multiple initiatives, and drive clarity in a complex cross-functional environment.
• Familiarity with NPS, complaint analysis, process optimization, digital servicing, call deflection, and operational efficiency measures would be an asset.

Success Measures

• Improved customer experience outcomes, including positive movement in NPS and other customer feedback indicators.
• Reduction in customer friction, repeat contacts, escalations, complaints, and avoidable service demand.
• Identification and delivery of process improvements that reduce work effort, simplify frontline execution, and lower operating costs.
• Stronger alignment across NARP and enterprise partners on customer experience priorities and improvement opportunities.
• Clear, data-driven recommendations that support strategic decision-making and prioritization.