Build a strategy role where your customer lens and analytical rigor directly influence how people experience a flagship cash back card portfolio. You’ll map journeys, quantify opportunities, and partner across teams to deliver meaningful improvements.
As a Vice President, Freedom Experience Strategy in the Freedom Portfolio Strategy team, you will define and deliver a customer-focused experience strategy across digital and human-supported journeys. You will use customer insights, data, and card economics to prioritize initiatives, influence cross-functional partners, and help deliver profitable, growth-oriented experiences.
Job responsibilities
- Develop and prioritize initiatives to increase primary card usage, reduce spend attrition, and grow commerce engagement
- Lead end-to-end customer experience mapping to identify pain points, moments that matter, and opportunities to improve outcomes
- Translate customer needs and segment insights into clear experience strategies and actionable roadmaps
- Partner with analytics, marketing, product, design, and finance to size opportunities and evaluate investment trade-offs
- Define measurable success outcomes and use data to track performance, learn, and refine strategies over time
- Collaborate with cross-functional teams to design and launch new customer engagement experiences
- Navigate a matrixed environment by building alignment, influencing partners, and driving decisions across functional teams
- Present recommendations and narratives that persuade, educate, and deepen understanding at multiple leadership levels
- Support portfolio planning by connecting experience strategy to broader business goals and customer value
Required qualifications, capabilities, and skills
- Demonstrated ability to drive quantifiable business results while improving customer outcomes
- Strong customer-first mindset with experience identifying the “job to be done” and translating it into experience improvements
- Experience in customer experience, servicing, product management, or customer journey design roles
- Experience designing or partnering on research and data studies, forming hypotheses, and translating insights into action
- Strong collaboration skills with a track record of influencing partners and building consensus across teams
- Ability to think creatively and challenge existing approaches to better serve customer needs
- Master of Business Administration or equivalent experience in a financial services or consumer product organization
- Knowledge of credit card industry dynamics and card economics, including profitability drivers and customer behaviors
- Strong written and verbal communication skills, including the ability to build clear, executive-ready storylines
Preferred qualifications, capabilities, and skills
- Experience in consulting and/or product development environments with ambiguous problem spaces
- Proven ability to take initiative and deliver outcomes without direct authority over resources
- Strong analytical, problem-solving, and planning skills with experience managing multiple initiatives at once
- Experience with data querying and translating results into decisions and recommendations
- Proficiency in Microsoft Excel and PowerPoint, including synthesizing analysis into compelling narratives
- Customer-centered design experience focused on value propositions and measurable fulfillment of customer needs
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.