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Avp, Behavior Insights (L11)

Expired Job

Synchrony Financial Charlotte , NC 28201

Posted 2 months ago

Job Description:

Role Summary/Purpose:

The AVP of Behavioral Insights is a core contributor to our Customer Experience design process. This role aligns to the Enterprise Customer Engagement (ECE) strategic initiative aimed at transforming the customer experience across Synchrony Financial: deepening relationships by leveraging the power of human centered design, data analytics and technology to optimally engage all SYF's customers. The AVP of Behavioral Insights will be primarily responsible for planning, conducting, and analyzing user experience research as part of customer experience design efforts.

Essential Responsibilities:

  • Plan, conduct, and analyze user experience research and coordinate across existing internal research functions.

  • Partner closely with designers, product managers, engineers, and the rest of the team to bring cross-channel journeys and experiences to life.

  • Drive answers to critical questions, build insight at scale for our clients and help drive new concepts through human centered design and customer research techniques

  • Leverage existing and primary research, analyze and synthesize findings leading to strategy recommendations that drive real businesses decisions.

  • Employ story-telling techniques to communicate findings with internal stakeholders and clients.


  • Bachelor's Degree and 4+ years of relevant work experience; Or in lieu of degree, high school diploma and 9+ years of equivalent work experience.
  • 2 + years as a lead in financial services, consulting, retail, technology, experiential or customer loyalty marketing and/or high customer engagement industries
  • 1+ years of experience of human centered design, customer research, and a pulse on emerging and innovative customer engagement tools and platforms.
  • 1+ years of experience with multiple customer engagement business models and business/financial strategies across a range of geographies and business sectors.
  • 1+ years experience in Omni-channel environments (digital, traditional and physical).
  • 1+ years conducting direct customer research/VOC
  • Must be willing to travel up to 25% of the time

Desired Characteristics:

  • Collaborative style and approach; comfortable working in a matrixed, decentralized structure.

  • Self-starter, high level of energy, motivation and ability to work independently, and manage multiple projects with demanding timelines.

  • Skilled communicator who influences and negotiates with great latitude on outcomes.

  • Experience influencing internal and external senior stakeholders and decision-makers

Eligibility Requirements:

  • You must be 18 years or older

  • You must have a high school diploma or equivalent

  • You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the selection process

  • You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

  • Effective 1-1-18, new hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months' time in position before they can post. All internal employees must have at least a "consistently meets expectations" performance rating and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance requirement).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

  • Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

  • If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am 5pm Monday to Friday, Central Standard Time.

The salary range for this position is 70,000.00 - 150,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Grade/Level: 11

Job Family Group:


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Avp, Behavior Insights (L11)

Expired Job

Synchrony Financial