Job ID: E2401726

Job Description:

Role Summary/Purpose:

As the VP, Data Strategy and Solutions, you will be responsible for helping drive & achieve Strategy & Transformation mission: enable omni-channel servicing transformation by delivering innovative solutions & experiences to delight our customers. You will be responsible for creating and executing a unified data strategy plan, expanding data availability across channels and applications, and enable business objectives and features in support of Digital First, Growth, and Tech and Ops. This includes, but is not limited to, next best action features, enabling customer journey analytics across servicing channels (Vista, Workstation, IVR, IVA, etc.), data orchestration within the EDL and other operations data warehouses, Customer 360 features, SYFID support, Text Analytics, and supporting other critical business applications and processes.

You will lead a team of Product Managers and Product Owners, and key initiatives that drive service technology innovation, customer and associate experience, and transformation. Collaborating and building partnerships with key cross-functional stakeholders at various levels will be integral to this role . Please note; a portion of the team is located offshore, and this position will require flexible hours to support the offshore team.

We're proud to offer you choice and flexibility. At Synchrony, our way of working allows you to have the option to work from home, near one of our Hubs or come into one of our offices. Occasionally you may be required to commute to our nearest office for in person engagement activities such as business or team meetings, training and culture events.

Essential Responsibilities:

• Collaborate with Strategy & Transformation, Digital Servicing, CX, & Technology leadership teams to develop a data strategy and prioritize and manage a cohesive backlog that executes against objectives
• Drive refreshed objectives and key results reporting (daily, weekly, monthly) across data solutions team that provides tangible & actionable insights in order to drive the business forward
• In development of data solutions, create metrics that measure cost benefit, process mapping, identify appropriate solutions, risk assessment, defining controls, and reporting needs
• Drive strategic data orchestration solutions across servicing applications, platforms, and/or systems
• Own prioritization of product features and roadmap, including the scope of features prioritized for Planning Intervals (PIs) and partnering/prioritizing across Agile Release Trains
• Research and develop strategy in collaboration with Artificial Intelligence (AI) leads, technology partners, and key stakeholders to evolve data and omnichannel capabilities
• Work cross-functionally, and gain stakeholder buy-in, to ensure effective transition from strategy into design
• Assist in managing the annual strategic planning process that will create the long-term strategy for the business and identify agile team needs and spend
• Partner with Contact Center as a Service, Tech & Ops, and Digital First teams in the development of future strategies
• Present to and communicate with senior leadership across a matrixed organization
• Perform other duties and/or special projects as assigned.

Qualifications/Requirements:

• Bachelor's Degree with 10+ years of experience, Financial Services preferred OR in lieu of degree, High School Diploma/GED, and 15+ years of experience, Financial Services preferred
• 5+ years of Product Management/Scaled Agile Framework experience, including leading agile teams
• Cross-functional project/program from initiation through to implementation for 6 months or longer
• Experience working within the EDL, or other data warehouses
• Experience working on or within Service Technology platforms or processes
• Experience in Operations and/or customer facing processes and/or functions
• Experience working with technical teams and guiding the creation and implementation of digital products and platforms
• Strength in developing data-driven perspectives and presenting insights to business leaders
• Proficient in the use of MS Office product suite, particularly Excel, PowerPoint
• Must be willing to travel up to 15%

Desired Characteristics :

• Experience working with technical teams and guiding the creation and implementation of self-service products and platforms
• Certified SAFe professional
• Knowledge of relevant AI/Generative AI and machine learning techniques to develop and test use cases focused on improved customer & agent experience

Grade/Level: 14

The salary range for this position is 150,000.00 - 250,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

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 onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• N ew 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 18 months' time in position before they can post. All internal employees must consistently meet performance expectations 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 expectations).

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.

Our Commitment:

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard-but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we're building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks+ , with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, 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

Job Family Group:

Contact Center Operations