Senior Experience Excellence Manager

We are looking for a proactive and strategic Senior Experience Excellence Manager to join our Experience Excellence team. This role is crucial in ensuring that our Member Experience teams are fully prepared and equipped to support our members. As the Senior Experience Excellence Manager you will drive change initiatives, develop readiness plans, and collaborate across the enterprise to ensure seamless transitions and continuous improvement for our members and employees.

• Improve the member and employees experience by designing and implementing new and improved standards or processes to support a culture of continuous improvement
• Develop project plans including key milestones and put into place reports to monitor, track, and present performance progress to leadership
• Analyze data and leverage insights to drive informed conclusions and enhance decision-making in optimization initiatives
• Build and deepen relationships with stakeholders, creating frameworks for value-driven partnerships and processes to champion change
• Analyze and recommend short and long-term solutions to resolve gaps between member needs and internal operational practices
• Lead and/or participates in meetings to guide conflict as needed to advance project deliverables
• Manage complex programs in partnership with other applicable business units across the enterprise including Card Services, Consumer Lending and Digital Products
• Organize cross functional project teams supporting initiatives designed to improve member and employee experience while driving towards organizational and business goals
• Act as a subject matter expert in collaborating across the enterprise to create alignment and consistency in communication and processes
• Stay current with industry trends, best practices, and incorporate them into company solutions to enhance the delivery of services and create cost-efficiencies

• Minimum Education: Bachelor's degree is preferred
• Minimum 5 years' experience in program, systems or project management is preferred
• Ability to articulate complex concepts while tailoring the message to different audiences including senior leadership, technical, and member support teams
• Create and deliver a business plan and strategy
• Foster strong internal and external business relationships
• Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
• Highly organized with proven expertise in prioritizing and managing multiple projects simultaneously to meet deadlines without sacrificing quality
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Proficiency with Microsoft Office Suite
• Certification/License: Scrum or Lean Six Sigma preferred

• Traditional medical, dental, and vision coverage
• 401K matching up to 5% per pay period
• Accrue up to 17 days of Paid Time Off your first year of employment
• 11 paid federal holidays
• Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)