Customer Experience Manager, Sr

Description

This position is available to be located in the Huntington Corporate office footprint

Role Summary

The Customer Experience Manager (CEM) plays a strategic role in helping Huntington deliver experiences that build trust, loyalty, and long-term relationships with our customers. This role partners closely with senior leaders and business subject matter experts to turn customer and colleague feedback into clear, prioritized, and actionable insights that drive meaningful change.

CEMs sit within the Experience Management Office (EMO) and act as trusted advisors to the business—connecting data, insights, and real customer stories to decisions that improve experiences and outcomes.

What You’ll Do

Listen & Learn

• Serve as a voice of the customer, listening to customers and colleagues through surveys, research, complaints, and feedback
• Understand customer journeys, pain points, and moments that matter
• Build a strong understanding of assigned business areas and their priorities
• Engage with senior leaders to understand strategic priorities and how experience insights can support them
  
  
  

Partner With The Business To Prioritize What Matters Most

• Identify the most important experience opportunities based on impact and feasibility
• Help business partners and senior leaders focus on what to act on now vs. later
• Balance customer needs, colleague experience, and business outcomes
  
  
  

Turn Insights into Action

• Translate insights into clear recommendations and actions
• Leverage emerging tools, including AI‑enabled capabilities, to help synthesize insights, identify patterns, and support timely, well‑informed recommendations
• Partner with leaders and teams to design and improve experiences
• Influence senior leaders to align on priorities and drive action, even without direct authority
• Support initiatives that reduce friction, improve satisfaction, and minimize risk
  
  
  

Measure & Monitor Impact

• Track experience performance (e.g., complaints, satisfaction, NPS)
• Monitor progress of improvement actions and outcomes
• Review results with business leaders and adjust recommendations based on impact and evolving business needs
  
  
  

Communicate Clearly

• Deliver concise, easy-to-consume insights and updates tailored for senior leader audiences
• Tell the story with data, compelling visuals and customer narratives
• Share progress, learnings, and wins with stakeholders
  
  
  

How You’ll Work

• Partner closely with senior leaders, business leaders, product teams, operations, and frontline teams
• Collaborate with EMO partners across Research & Insights, Complaint Management, Operations & Oversight, and Experience Integration Strategy
• Partner with Risk, Compliance, and other control functions to ensure customer experience improvements align with regulatory expectations
• Act as an advocate for the customer while remaining grounded in business realities and strategic priorities
  
  
  

What Success Looks Like

• Senior leaders and business partners clearly understand customer experience priorities
• Insights lead to real, implemented actions
• Customer pain points are reduced and experiences improve over time
• Leaders trust and proactively seek out the CEM’s perspective
  
  
  

What You Bring

Skills & Capabilities

• Strong ability to synthesize data and feedback into clear insights
• Comfort influencing senior leaders without direct authority
• Excellent communication and storytelling skills
• Ability to simplify complex topics for executive audiences
• Structured, organized, and action-oriented mindset
  
  
  

This position is available to be located in the Huntington Corporate office footprint

Basic Qualifications

• Bachelor's Degree
• 5 or more years experience in customer experience, insights, strategy, operations, analytics, or related fields
• Experience working directly with senior leaders or executives
• Experience working with cross-functional partners
• Financial services or regulated-industry experience
  
  
  

Why This Role Matters

Every role at Huntington influences the customer experience. The CEM helps ensure those experiences are intentional, consistent, and meaningful—so customers stay loyal, colleagues feel proud of their work, and the business continues to thrive.

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.