Bread Financial · 2 hours ago
Customer Experience Manager - Apply and Buy
New York, NY
Full-time
Hybrid
Mid, Senior Level
$108K/yr - $196K/yr
7+ years expBread Financial is a tech-forward financial services company that provides personalized payment, lending, and saving solutions. The Customer Experience Manager is responsible for understanding customer friction and enhancing customer journeys, collaborating with stakeholders to create a best-in-class omnichannel experience.
BankingCredit CardsFinancial ServicesPersonal Finance
Responsibilities
Map omnichannel customer experiences and performance data to understand and improve current state experiences. Partner with Insights, Product Managers, and Operations to define future state experiences. Serve as the program owner creating business cases to help define business value allowing Product to prioritizing features into roadmap for delivery. - (30%)
Understand customer friction within current processes and experiences to collaborate with colleagues to enhance customer and business value using performance data and customer research within a unified, strategic product development framework. This framework integrates stakeholders and insights to support the discovery of opportunities, focusing on digital but supporting all servicing channels. - (30%)
Stakeholder on key business initiatives/projects to avoid known friction points and solve new customer issues. Responsible for understanding project goals for seamless interaction. Manage a backlog of opportunities, lead partners through a disciplined framework, and develop business cases and roadmaps. Leverage a story-driven approach to turn insights into strategic recommendations. - (20%)
Manage Team who monitors journeys for friction points, action any reduction in success rates, and/or drop in NPS, understand top customer complaints to pull the omnichannel story together. Manage team performance by ensuring goals are tracked, team can make progress toward individual goals, provide coaching and feedback, as well as train the team. - (20%)
Qualification
Required
High School Diploma or GED
3+ years leading project(s), mentoring and/or coaching experience, demonstrated subject matter expert in department
7+ years experience in a Digital Customer Experience environment with a focus on customer journey mapping and experience re-design
Preferred
Bachelor's Degree in Business, Marketing, or related field
8+ years work expertise in consumer behavior & mindset, specifically digital experience and capabilities
Deep experience with process mapping/re-engineering tools and methodologies, secondary research and primary research/analysis methodologies pertaining to digital experience
Strong understanding of Cobrand Credit Cards, Loyalty/Marketing, and Servicing functions
Benefits
Medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability)
Six weeks of 100% paid parental leave for eligible parents
11 paid holidays
Flexible Time Off (FTO) program
80 hours of Paid Sick and Safe Time ("PSST") upon hire
Ability to elect the purchase company stock during offering periods in June and December
Annual incentive bonus based on individual and company performance
Company
Bread Financial
Bread Financial is a financial services company.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$2.17B2025-11-20Post Ipo Equity· $72.64M
2025-10-28Post Ipo Debt· $500M
2025-03-05Post Ipo Debt· $400M
Leadership Team
R
Roy Slagle
Senior Director of Software Engineering
Recent News
2026-01-13
2026-01-13
Investor's Business Daily
2026-01-13
Company data provided by crunchbase