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Regular or Temporary:

Regular

Language Fluency:  English (Required)

English

Work Shift:

1st shift (United States of America)

Please review the following job description:

The CX Program Delivery Lead plays a critical role in shaping and driving Truist’s enterprise‑wide client experience strategy. In this high‑impact role, you will lead the development and execution of the CX strategy and enterprise reporting framework, ensuring senior leadership receives clear, meaningful, and timely insights that support key business decisions. You will set and enable the CX strategy that drives client loyalty, translating insight into action at enterprise scale. You will build strong cross‑functional partnerships across the enterprise—spanning CSBB, Wholesale, TD&O, and other business groups—to activate major CX initiatives, align stakeholders, and deliver seamless execution. This role requires strong executive presence and exceptional communication skills, as you will regularly engage senior leaders and influence outcomes across diverse business units.
You’ll also drive change delivery and program management efforts critical to the success of multiple strategic initiatives, ensuring alignment with organizational goals and consistently elevating the client experience.

**On-site/5 days a week - Charlotte, NC**

Essential Duties and Responsibilities
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  

• Facilitate collaboration with cross-functional leaders to develop and deliver executive-level reports that provide actionable insights for executive leadership.

• Design, implement, and maintain a robust governance and reporting framework for client experience insights.

• Manage deliverable timelines, coordinating multiple reporting initiatives across different business units to meet organizational needs.

• Lead the activation and execution of enterprise-wide client experience strategies, organizing and overseeing key activities with cross-functional leaders to drive success.

• Strong business acumen/knowledge, management experience, problem solving, critical thinking, influencing and sound decision-making skills. Demonstrates the ability to effectively prioritize.

• Explain and interpret complex, difficult, or sensitive information; view business challenges from diverse perspectives to effectively liaison between Client Experience and Operational Excellence and other stakeholders.

• Oversee and/or prepare and maintain necessary materials and artifacts to ensure reporting outputs have an appropriate level of traceability, tracking all impacts to completion and knowledge delivery to impacted audiences.

• Serve as a leader, directly leading multiple teammates and providing a cohesive, inclusive, team-oriented culture aligned with the Truist purpose, mission, and values.

 
Qualifications
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in a business-related field, or equivalent education and related training

• 10 years of experience in consulting, project management or process improvement related role.

• Strong communication skills, both written and verbal, with ability to influence others and facilitate difficult conversations with leadership 

• Knowledge of the industry's competitive landscape and the factors that differentiate Truist and it’s competitors in the market

• Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders

• Ability to provide direction, coaching and mentorship to experienced teammates

• Ability and willingness to learn and adapt as the needs of the job change

• Fluent in Excel and PowerPoint, preparing presentations for senior level teammates

Preferred Qualifications:

• Master's degree or MBA

• 2. Five years of experience in the financial services industry or consulting

• 3.  Experienced in working with third parties (On or Offshore, Vendors, etc.).

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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