Customer Experience Senior Associate – Marriott Co-Brand

As a Customer Experience Senior Associate in the Marriott Co-Brand Credit Card Team, you oversee key servicing and retention priorities that impact how cardmembers feel about our products every day. You partner closely with customer service leaders to support strong training, meet service level commitments, and resolve escalations with care and urgency. You use customer feedback and performance data to identify what is working, what is not, and what we can improve next.

Job responsibilities:

• Bring a customer-first mindset to improve end-to-end servicing experiences and satisfaction
• Partner with customer service teams to support representative readiness, training effectiveness, and consistent service quality
• Monitor and help manage service performance against contractual service level commitments
• Own and coordinate resolution for cardmember escalations, ensuring clear communication and timely follow-through
• Gather and synthesize the voice of the cardmember from survey results and comments, industry rankings, research, and complaints
• Identify trends and root causes behind dissatisfaction and recurring issues, and recommend practical solutions
• Translate insights into clear action plans that improve experiences and support retention outcomes
• Build presentations that tell a clear story with data, insights, and recommended actions
• Collaborate across internal partners and external agencies to deliver improvements on time and with high quality
• Track outcomes and share progress updates with stakeholders to drive continuous improvement

Required qualifications, capabilities, and skills:

• 3+ years of relevant work experience
• Experience supporting customer service, servicing operations, or customer experience work
• Experience analyzing and interpreting data to identify insights and trends
• Experience creating presentations that communicate a clear story and recommended actions
• Strong written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities and deadlines
• Solutions-oriented mindset with attention to detail and a bias toward action
• Collaborative working style and comfort partnering across teams and with external partners

Preferred qualifications, capabilities, and skills:

• Bachelor’s degree
• Experience working with customer satisfaction feedback and complaint themes
• Experience supporting retention-focused servicing initiatives