Location: New York, NY, United States

The CX Insights team integrates customer intelligence, journey analytics, and solution delivery to drive measurable improvements across the Card business. Operating horizontally across all P&L owners and functional partners, the team creates a unified view of customer friction, competitive positioning, and experience health. Our mandate is to identify, quantify, and resolve customer pain points while steering the organization toward a multi-year, future-state CX vision grounded in competitive insights and data-driven strategy. Structured around three core pillars—Customer VOC & Journey Analytics, CX Solution Orchestration, and CX Strategy & Vision—the team acts as the connective tissue across the business, accelerating delivery and embedding disciplined CX thinking into strategy, planning, and execution.

Role Overview:
This role is an exciting opportunity to become a subject matter expert in customer experience insights, collaborating across Consumer and Community Banking to drive meaningful improvements for our customers.

As Vice President within the CX Insights team, you will leverage a variety of data sources, analytical tools, and research methods to develop a comprehensive understanding of the Card & Connected Commerce customer journey. You will identify pain points, uncover trends, and translate insights into actionable recommendations that inform strategy and enhance the customer experience.

Key Responsibilities:

• Aggregate and analyze CX data from multiple sources to identify key trends, pain points, and opportunities across Card & Connected Commerce.
• Synthesize findings into clear, actionable insights for business partners and leadership.
• Monitor and interpret NPS and other customer feedback metrics, highlighting challenges and recommending solutions.
• Collaborate with cross-functional teams to prioritize and implement CX improvements.
• Proactively communicate insights and recommendations to stakeholders, ensuring alignment and driving action.
• Support the development of business cases for CX initiatives based on data-driven insights.

Required Qualifications, Capabilities, and Skills:

• Strong analytical skills with experience in data interpretation and insight generation.
• Ability to translate complex data into clear, strategic recommendations for diverse audiences.
• Excellent written and verbal communication skills.
• Proven ability to collaborate effectively with cross-functional teams.
• Strong organizational skills and attention to detail.
• Proficiency in MS Excel, PowerPoint, and data visualization tools.
• Bachelor’s degree required.

Preferred Qualifications, Capabilities, and Skills:

• At least 5 years of relevant experience in customer experience, analytics, or a related field.
• Experience with strategy, consulting, or business analysis.
• In-depth knowledge of Card products and customer journeys.
• Master’s degree preferred.

Leverage data and insights to identify pain points, inform strategy, and collaborate across teams to enhance the CX!