Description
This position is available to be located in the Huntington Corporate office footprint
Role Summary
The Customer Experience Manager (CEM) plays a strategic role in helping Huntington deliver experiences that build trust, loyalty, and long-term relationships with our customers. This role partners closely with senior leaders and business subject matter experts to turn customer and colleague feedback into clear, prioritized, and actionable insights that drive meaningful change.
CEMs sit within the Experience Management Office (EMO) and act as trusted advisors to the business-connecting data, insights, and real customer stories to decisions that improve experiences and outcomes.
What You'll Do
Listen & Learn
Serve as a voice of the customer, listening to customers and colleagues through surveys, research, complaints, and feedback
Understand customer journeys, pain points, and moments that matter
Build a strong understanding of assigned business areas and their priorities
Engage with senior leaders to understand strategic priorities and how experience insights can support them
Partner with the business to prioritize What Matters Most
Identify the most important experience opportunities based on impact and feasibility
Help business partners and senior leaders focus on what to act on now vs. later
Balance customer needs, colleague experience, and business outcomes
Turn Insights into Action
Translate insights into clear recommendations and actions
Leverage emerging tools, including AI-enabled capabilities, to help synthesize insights, identify patterns, and support timely, well-informed recommendations
Partner with leaders and teams to design and improve experiences
Influence senior leaders to align on priorities and drive action, even without direct authority
Support initiatives that reduce friction, improve satisfaction, and minimize risk
Measure & Monitor Impact
Track experience performance (e.g., complaints, satisfaction, NPS)
Monitor progress of improvement actions and outcomes
Review results with business leaders and adjust recommendations based on impact and evolving business needs
Communicate Clearly
Deliver concise, easy-to-consume insights and updates tailored for senior leader audiences
Tell the story with data, compelling visuals and customer narratives
Share progress, learnings, and wins with stakeholders
How You'll Work
Partner closely with senior leaders, business leaders, product teams, operations, and frontline teams
Collaborate with EMO partners across Research & Insights, Complaint Management, Operations & Oversight, and Experience Integration Strategy
Partner with Risk, Compliance, and other control functions to ensure customer experience improvements align with regulatory expectations
Act as an advocate for the customer while remaining grounded in business realities and strategic priorities
What Success Looks Like
Senior leaders and business partners clearly understand customer experience priorities
Insights lead to real, implemented actions
Customer pain points are reduced and experiences improve over time
Leaders trust and proactively seek out the CEM's perspective
What You Bring
Skills & Capabilities
Strong ability to synthesize data and feedback into clear insights
Comfort influencing senior leaders without direct authority
Excellent communication and storytelling skills
Ability to simplify complex topics for executive audiences
Structured, organized, and action-oriented mindset
This position is available to be located in the Huntington Corporate office footprint
Basic Qualifications:
Bachelor's Degree
5 or more years experience in customer experience, insights, strategy, operations, analytics, or related fields
Experience working directly with senior leaders or executives
Experience working with cross-functional partners
Financial services or regulated-industry experience
Why This Role Matters
Every role at Huntington influences the customer experience. The CEM helps ensure those experiences are intentional, consistent, and meaningful-so customers stay loyal, colleagues feel proud of their work, and the business continues to thrive.
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
Yes
Workplace Type:
Office
Our Approach to Office Workplace Type
Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
Huntington is an Equal Opportunity Employer.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Note to Agency Recruiters: Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.
