Director GCX - Policy Integration

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About the role and the team

We are seeking a dynamic and experienced Director GCX of Policy Integration to serve as the key liaison between our Customer Insights, Operational Policy Risk and Control, Operational and various other teams. The successful candidate will be responsible for translating customer insights, standards and policy adherence performance, Teammate feedback etc.  into actionable strategies and working collaboratively with multiple departments to drive policy changes or optimization and policy creation.  The  role requires hard-working stakeholder/partner management skills,  strong influential capabilities, a strong understanding of policy, and a passion for advocating for customer-centric changes.

What you will accomplish

• Serve as the primary point of contact between the Customer Insights, OPRC and Operational  teams and other departments, including  Legal, Product, Trust Risk & Protection and Tech.
• Collaborate with the Customer Insights and OPRC Teams, identifying key trends and opportunities for policy improvement, creation, ownership and adoption
• Work with cross-functional teams to develop and implement strategies based on customer and Teammate insights that enhance the customer experience and drive business growth.
• Advocate for customer-centric changes within the organization, influencing policy and decision-making.
• Act as policy owner or policy delegate; partnering with OPRC on Policy Ownership Framework
• Monitor the adherence of standards and policies and drive relevant actions and accountabilities
• Monitor and evaluate the effectiveness of implemented changes, providing regular updates to senior leadership and making recommendations for further improvements.
• Facilitate regular meetings and workshops to ensure alignment and integration of customer insights into departmental objectives and initiatives.
• Stay abreast of industry trends and best practices in customer insights and partner management.

What you will bring:

• Minimum of 8 years of experience in a similar role, with a proven track record of successfully integrating customer insights into organizational strategy.
• Exceptional stakeholder/partner management skills, with the ability to build strong relationships and influence across all levels of the organization.
• Strong knowledge of policy and regulatory environments, with experience advocating for changes based on customer insights.
• Excellent analytical and problem-solving skills, with the ability to translate complex data into actionable insights.
• Strong leadership and project management skills, with the ability to lead cross-functional teams and inspire change.
• Excellent communication and presentation skills, with the ability to clearly articulate insights and strategies to diverse audiences.

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