Principal, Customer Experience Strategy

Description

Position Summary

The Principal, Customer Experience Strategy, supports the development and execution of the Bank's customer experience strategy.

This role leverages customer feedback, complaints, quality observations, operational performance metrics, competitive analysis, industry trends, and benchmarking data to identify opportunities to improve customer satisfaction, loyalty, and business performance. In partnership with stakeholders across the organization, the Principal develops strategic recommendations, promotes a customer-centric culture, and drives measurable improvements to the customer experience.

The role also establishes performance benchmarks, monitors progress against customer experience objectives and industry standards, and reports on the effectiveness of improvement initiatives to ensure meaningful and sustained results.

Summary Of Essential Job Functions

• Synthesize customer feedback, complaints, quality observations, operational performance metrics, benchmarking data, competitive intelligence, and industry trends to identify customer experience strengths, gaps, and opportunities for improvement.
• Monitor competitor practices, market trends, and industry benchmarks to identify emerging issues and opportunities for differentiation and improvements to the customer experience.
• Partner with the Voice of the Customer Program team to understand and integrate customer feedback and survey insights into customer experience strategies, priorities, and improvement initiatives.
• Translate customer experience trends and insights into strategic recommendations that influence business priorities and customer experience outcomes.
• Partner with business leaders to develop, prioritize, and advance customer experience improvement initiatives that address customer pain points and improve customer and business outcomes.
• Establish governance, benchmarking, and performance measurement frameworks to monitor progress against customer experience objectives, industry standards, and strategic initiatives, and provide reporting on key priorities, outcomes, and improvement efforts.
• Build, lead, and develop a high-performing Customer Experience Strategy team focused on delivering actionable insights and advancing customer experience objectives.
• Foster a culture of customer advocacy, accountability, innovation, and continuous improvement.
  
  

Position Requirements

• Minimum of 7 years of progressive experience in customer experience, customer insights, strategy, or related disciplines, with a proven ability to synthesize customer feedback, performance data, competitive intelligence, and benchmarking data to inform strategic recommendations and drive measurable business results.
• Bachelor's degree in Business Administration, Marketing, Customer Experience, Analytics, or a related field.
• Experience within financial services, banking, credit card, lending, or other highly regulated industries, with a strong understanding of regulatory, risk, and customer experience considerations.
• Strong analytical, problem-solving, and strategic thinking skills, with the ability to synthesize large volumes of qualitative and quantitative data into compelling narratives, actionable insights, and recommendations that drive business decisions and customer experience improvements.
• Exceptional leadership, communication, and influencing skills, with demonstrated experience establishing governance frameworks, executive reporting, scorecards, and performance management processes, and a proven ability to influence measurable business outcomes.
  
  

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.