Senior Vice President, Customer Experience

Become an everyday champion — and build a career where your impact fuels financial progress. What We Do CardWorks Financial Group is a diversified financial services platform building ethical solutions across credit, lending, and the full customer lifecycle. Through our family of companies, CardWorks Financial Group tackles the complex challenges that larger financial institutions leave behind. We’re embedded throughout the credit card ecosystem as a lender, servicer, and merchant acquirer. Who We Are Merrick Bank: The bank that builds CardWorks Servicing: One partner, total performance Carson Smithfield: Resolution with respect With nearly 40 years of operating history, our track record is solid: disciplined in downturns and built to accelerate in recovery. The CardWorks Financial Group companies take precise approach in complex markets, as a top three non-prime focused general purpose card issuer and a top fifteen U.S. merchant acquirer. Our team tackles the industry’s most complex credit and payment challenges. And we believe that excellent work starts with a team that feels supported, respected, and empowered to grow. CardWorks Servicing, LLC provides end-to end operational servicing functions for credit cards, secured cards, and installment loans.  We service consumer and small business loans across the credit spectrum and offers backup servicing and due diligence services to capital providers and trustees. Founded in 1997, Merrick Bank is an FDIC®-insured financial institution headquartered in South Jordan, Utah, with over $10 billion in assets. A wholly owned subsidiary of CardWorks Financial Group, Merrick Bank serves roughly five million cardmembers and more than 100,000 merchant customers, offering credit cards, recreational loans, deposit accounts, merchant services and bank sponsorships to consumers and businesses. Carson Smithfield, LLC provides a variety of post-charge-off debt recovery services, including digital self-service, IVR, live agent, and external agency management. Position Summary We are seeking a strategic leader focused on growth and innovation to evolve and scale our Customer Experience organization. This role blends strong operational leadership with a progressive approach to customer engagement—leveraging technology, data, and thoughtful process design to enhance both customer and employee experience. Ideally, the qualified candidate will work at the following location(s): Lake Mary, FL; Orlando, FL; or Wilmington DE. A hybrid work model or fully remote model can be considered based on hiring manager decision and priorities of the role. As Senior Vice President, Customer Experience, you will lead a large, distributed organization of 500+ team members across domestic and BPO environments, with accountability for shaping a contact center model that balances efficiency, quality and growth. In close partnership with Digital and Business leaders, this role will strengthen customer journeys, enhance capabilities, and deploy smart automation that delivers clear value for customers and the business. Reporting to SVP, Customer Operations, this leader will play a pivotal role in the strategic leadership of the organizations contact centers, ensuring frontline teams are equipped with tools and insights while expanding scalable self-service options. Essential Functions: Contact Center Transformation: Shape and execute a roadmap to enhance contact center capabilities, incorporating digital tools, automation, and scalable workflows Omnichannel Customer Experience: Deliver consistent, high-quality customer interactions across voice, chat, messaging, and digital channels, incorporating AI-enabled tools to enhance service delivery and thoughtfully evolve the workforce, including new roles and skillsets. Balanced Growth & Operational Efficiency: Drive operational excellence while supporting business growth, customer retention, and satisfaction Customer Experience Strategy: Partner with Digital and CX teams to improve end-to-end customer journeys, engagement strategies, and overall experience Performance and Analytics: Use data, metrics and insights to continuously improve service delivery, team performance, and customer outcomes Global Operations Oversight: Lead a 500+ person organization across multiple onshore locations and offshore BPO partners, ensuring performance, alignment and scalability Operational Governance: Establish and oversee clear KPIs, SLAs, and accountability frameworks to enable disciplined and consistent execution and continuous improvement Organizational Area Partnership: Collaborate with business leaders to ensure customer support strategies align with enterprise objectives People & Culture: Build, develop, and retain high performing teams, fostering a culture of accountability, strong performance and customer focus Education and Experience: Fifteen (15)+ years of leadership experience in large-scale contact center or customer operations environments (500+ employees) Bachelor’s degree in business or related field required, advanced degree desired Strong credit card and financial services experience, with deep understanding of regulatory and compliance requirements Demonstrated success leading large, distributed teams, including domestic and BPO/offshore operations Proven experience driving contact center transformation, encompassing process optimization, technology adoption, and automation initiatives Experience with enterprise contact center platforms such as Genesys or NICE Summary of Qualifications: Demonstrated ability to lead change and deliver measurable improvements in customer experience and operational performance Strong executive presence with the ability to influence cross-functional stakeholders Analytical mindset with the ability to translate data into actionable insights Practical, forward-looking approach to leading transformation at scale Expertise in how to thoughtfully introduce technology and automation to support—not replace—high quality customer service Balanced operational rigor with a focus on customer experience and business growth Strong leader of people, with a track record of building engaged, high-performing teams Our Employee Value Proposition Competitive Pay , including a Bonus Target or Variable Pay Incentive Program Benefits Package -Medical, Dental, and Vision (plus much more) 401(k) Plan with Company Match Short- & Long-Term Disability Wellness Programs Group Life and AD&D Insurance Paid Vacation, Sick Days and bank Holidays Employee Engagement Activities including Employee Appreciation Day, DEI Employee Resource Groups, Corporate Social Responsibility, Service Recognition We offer a total rewards package comprised of a competitive base rate of pay, variable pay incentive programs based on the role, and a comprehensive benefit suite.  Offered rates of pay are determined based on job-related knowledge, relevant experience, skills, certifications, and geographic location. We are an equal opportunity employer, and we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status or any other legally protected characteristic.  We will conduct a thorough background check for all hires in compliance with applicable laws.