Kevin A. Carroll

About Kevin A. Carroll

Highly accomplished thought leader directing large cross-functional teams from strategy…

Experience

1. Vice President, Customer Experience Strategist at Synchrony

   Synchrony

   Jan 2017 — Present · Chicago, IL, US

   VP/Customer Experience Strategist for Synchrony\'s Growth Department. Identify CX gaps, use Human-Centered Design and Design Thinking to collaborate with cross-functional business partners and leaders to identify, evaluate and implement CX-improving initiatives. These solutions greatly enhance the CX for America\'s largest issuer of partnership credit cards for firms such as Amazon, Sam’s Club and Lowe’s• Created and lead the Addressable Opportunity process and a team of CX professionals tasked with identifying key CX gaps, designing initiatives to close the gaps and measuring results and ROIs• Deepening client relationships by leveraging the power of data analytics and technology to optimally engage customers• Using Human-Centered Design to engage closely and collaborate with business partners to ensure the new customer experience solutions are designed and executed successfully and truly deliver upon each partner\'s strategic vision• Led “Authentication as a Service” that greatly improved the CX for customer identification and authentication while still maintaining strong control over customer identity and safety• Led “Get My Card”, which greatly improved the CX during the crucial First 90 Days as a new cardholder (approval, activation, customer onboarding, etc.)• Led Wing-to-Wing Customer Journey Mapping and CX Transformation projects for large Synchrony clients (Sam’s Club and Gap Inc.) and Strategic Initiatives (Spanish Language and SYF Multi-Card)• SAFe Scaled Agilist and SAFe for Product Owners/Product Managers certified, JIRA fluent• Frequent C-level interaction on status/strategy for key customer journeys and business/CX results• Recognized by Senior Leadership with the Synchrony CEO Award for successfully leading and implementing the Addressable Opportunity process (awarded to Top 5% of all SYF employees)

Education

• Eastern Illinois University

  B.A.

• DePaul Driehaus College of Business

  M.B.A.