*Every career journey is personal. That's why we empower you with the tools and support to create your own success story. Be challenged. Be heard. Be valued. Be you ... be here.* *Job Summary* The Customer Experience team is responsible for driving profitable customer and product strategies across all channels, helping to drive a seamless experience in acquiring, onboarding, servicing, and retaining the right customers to drive meaningful engagement, profitable economics, and delivering key P&L metrics. This includes current and future state customer journey mapping, E2E experience articulation, journey insights to understand how customers are engaging with us and opportunities to improve, organizational influence through business case development, product growth strategies to drive the next generation of our business, and research to support knowing who are customers are to inform the solutions and capabilities we bring to market, how marketplaces are evolving, and helping to position Bread Financial to win in Customer Experience. The Director of CX is an internal consultant who will partner with Product Owners to define current and future state journeys for Customer touchpoints creating a clear and inspiring definition and vision for the ideal customer experience across all channels and point of sale touchpoints, while connecting these experiences to other channels in partnership with our CARE team (IVR, Customer Service, Collections, Account Protection/Fraud, Disputes, Marketing and Communications, etc...). This role will primarily focus on leading the team that will be responsible for our Servicing and Engagement experiences. This leader will help institutionalize and influence product development playbook to cement our ability to deliver superior experiences consistently. They will understand and own drivers of dissatisfaction and pain points and use these insights to define seamless end to end journeys across people, process, policy, and technology in partnering with the enterprise to create a best in class omni channel experience. As part of the omni-channel experience this role will support front line readiness to ensure the ability to understand and serve all new digital features and functions in partnership with CARE. This person will also be responsible for partnering closely with Finance and EDS&A (Enterprise Data Science and Analytics) to build business cases and influence investment. This leader and their team will maintain sizing and prioritizing across Engagement and Servicing helping the organization to best understand where to invest to deliver the greatest benefit for the business and achievement of in year and long range cost, revenue, and experiential targets. This leader will also support and partner across the organization with new business, fraud, risk, legal & compliance, and digital to assist in winning and delivering on new business objectives. The incumbent in this role is experienced and versed at process mapping current state customer experiences and corresponding customer and business impacts across behavioral, operational, financial, and experiential insights while cross sectioning this with customer research (partnering intra-team with CX Capabilities and Insights) to provide the holistic view of "as is". This leader should have experience in digital servicing with a background in analytics, and but equally grounded in omni-channel servicing and engagement to include IVR, and Call Center, In-Store experiences, and Marketing/Servicing Communications. Additionally this role will translate current state into future state while partnering cross-functionally with CX Capabilities and Insights, Digital Product Managers, UX Research and Design, and Customer Care as they serve as the program owner for defining future state experiences and lead