Senior Customer Experience Designer (VP Level)

About the role

The VP, Senior CX Designer will lead end‑to‑end consumer experience transformation for Synchrony’s products and services. Working within a strategic, innovative team, you will accelerate deeper consumer engagement through new programs and capabilities.

Key responsibilities

• Leverage CX and service‑design expertise to explore, prioritize and develop human‑centered solutions.
• Assess internal and external research, conduct root‑cause analysis and synthesize data from multiple sources.
• Plan, design and conduct quantitative and qualitative research studies, visualising complex systems such as service blueprints and journey maps.
• Collaborate across cross‑functional teams, mentor junior members and drive consensus on design concepts.
• Monitor industry CX trends, contribute to cultural transformation activities and communicate data‑driven insights to stakeholders.

Required profile

• Bachelor’s degree (or equivalent experience) with 12 years of CX or service‑design experience.
• 8+ years leading CX or service‑design initiatives using design‑thinking methodology.
• Proven ability to work with marketing/digital teams to implement designs.
• Strong analytical skills to uncover insights from qualitative and quantitative data.
• Excellent storytelling ability to convey findings and design concepts.

Required skills

• Human‑centered design thinking and service‑design methods.
• Quantitative and qualitative research techniques, including journey mapping and co‑creation workshops.