Did you know that Synchrony has an Enterprise Customer Engagement (ECE) & Analytics Team focused entirely on the Customer’s journey? They continuously work to understand our customers’ perspective, identify gaps and develop solutions that enhance Synchrony’s customer experience.

Our passion for outstanding customer service is what Synchrony employees and partners have in common. Together, we strive to ensure that every interaction is a positive experience.

How do we do this?

Regularly, we gather team members from multiple functions across the business and facilitate Journey Baselining; a process by which we set a common understanding of what our customers experience through every interaction with Synchrony. This exercise is part of our commitment to creating long-lasting, positive relationships with our customers and is a critical part of our success.

Leaders Farrell Hudzik and Jason Lambertson host these sessions with employees at all levels to explore and understand how customers experience and feel throughout their interactions with us.

During a session held in Charlotte, NC, employees participating were asked to provide feedback through the lens of a customer using six unique customers personas as they navigated key experiences that included:

• Bill Pay
• Enrolling and Editing Autopay
• Changing a Payment Due Date
• Receiving a Statement
• Enrolling in E-Statements
• Lost Card
• Stolen Card
• Disputes Fraud
• Late Fees
• Alerts
• Terms & Conditions

Customer Journey Baselining Series at the Charlotte Site

Six customer personas identified.

As part of the process, sticky notes are placed on the maps with notes as the team gathered feedback, noting positive experiences while emphasizing areas of opportunity. The ECE & Analytics team uses this feedback to create updated journey maps and implement changes to the customer experience.

Not only are these exercises critical to the evolution of providing industry-leading customer experiences, they are also a great way to bring the team together, learn from one another and provide growth opportunities throughout the organization, for employees and our business alike. This is what some of our participants had to say:

“It was a great experience meeting the Enterprise Customer Engagement & Analytics Team and doing the journey baselining exercise. We constantly talk about processes, the good and the bad but being able to get different perspectives from people in different functions and how it impacts them too was eye opening. Through that experience I could see the work we are doing to improve the customer experience and how we can be part of making it better”. (Christine Vega, Bilingual Customer Service Manager)

“Being on the ECE team is very inspirational, as we have the opportunity to continuously engage with our cross-functional colleagues in an effort to understand and improve our customers’ experience with Synchrony products, services, and communications.” (Audrey Wise, Behavior Insights)

Being part of our team means that you are part of a group that is committed to the ongoing transformation of Synchrony. This is accomplished by listening, understanding critical data points, bringing people together and a relentless pursuit of excellence. Are you interested in learning more to see if you would be a strong fit for our team?

Click here to explore our team and jobs in Enterprise Customer Engagement and Analytics.