0101 The Huntington National Bank

Compensation

Full Description

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. Welcome to Huntington! At Huntington, we look out for people. From reinventing banking with game-changing innovations to building an internal culture that creates lifelong bonds, together, we can make people’s lives better. And amazing things happen when we look out for each other. We prove it every day. Whether it’s helping a colleague or collaborating on a new tool that will revolutionize the way people save money, our actions can have a huge impact. Our colleagues look out for people with a Can-Do Attitude, Service Heart and Forward Thinking. Those are our values—simple but powerful. Each of them pushes us do the right thing, to do right by people. Because people are what matter. If that sounds like you, we hope you’ll apply to join our team. If you’d like to learn more about how Huntington looks out for people, visit https://www.huntington.com/lookingout We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of this site or if you require a reasonable accommodation to apply for a job or to perform the essential functions of the job, please send an email to HuntingtonCareers@Huntington.com Reasonable Accommodations Reasonable Accommodations Various methods will be used throughout the recruitment process to verify candidate authenticity. Any interviews conducted virtually must be joined from a distraction-free environment, with the candidate on camera and without the use of virtual backgrounds. EEOC Disclaimer Know Your Rights CA Data Privacy CA Data Privacy Rights Tobacco Disclaimer Tobacco-Free Hiring Practice Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.