Executive Director, Sapphire Customer Experience
On-site · Wilmington, Delaware, United States
Job Summary
Executive Director, Sapphire Customer Experience leads end-to-end customer experience strategy for Sapphire Servicing across phone, digital, and social channels. Defines servicing ethos, voice, and culture; builds the phone channel strategy, improves queue performance, and establishes closed-loop feedback mechanisms. Sets policies and procedures for affluent clients, owns the State of the Customer Experience (NPS, complaints, product-level analysis), and drives backlog prioritization. Leads customer listening across channels, partners with Travel and cross-functional teams to deliver the Sapphire servicing roadmap, including POS/disputes and uplifted digital journeys. Requires 10+ years of CX or finance experience, strong relationship management, strategic execution, data-driven decision making, and excellent communication. Bachelor’s degree is required; MBA preferred; credit card experience highly desired; must be authorized to work in the US. Final job grade level and title will be determined at offer and may differ from posting.
Required Qualifications
- 10+ years customer experience or finance experience
- Outstanding relationship management
- Strong attention to detail and problem solving
- Strong understanding of customer insights, P&L dynamics, and data analysis
- Excellent written and verbal communication skills
- Bachelor’s degree required
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