Senior Vice President, Customer Experience

Senior Vice President, Customer Experience

Join our team - and take the next step in achieving a fulfilling career!
At CardWorks, we aim to help people connect with possibility and opportunity using our financial servicing expertise. Building meaningful, long-term relationships with consumers, our employees, and our clients is what matters most.
CardWorks, Inc. is a diversified consumer finance service provider and parent company of CardWorks Servicing, LLC, Merrick Bank and Carson Smithfield, LLC.
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 offer backup servicing and due diligence services to capital providers and trustees.
Merrick Bank is an FDIC-insured Utah Industrial Loan Bank. Merrick operates three main business lines: credit cards, recreational lending, and merchant services.
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.