CX Vertical Industry Lead - Financial Services at Zoom Communications

Job description

What You Can Expect This role sits at the intersection of Financial Services expertise and go-to-market strategy, giving you the opportunity to define how Zoom's Customer Experience portfolio creates value for one of our highest-priority industries. You will own the Financial Services industry narrative, build scalable GTM plays, and connect customer insight to product strategy across banking, insurance, wealth management, and adjacent segments. Working alongside Sales, Solutions Engineering, Product, Marketing, Customer Success, and strategic partners, you will translate deep industry knowledge into repeatable commercial motions the broader field can execute independently. This is a high-visibility position where your work will also serve as the foundation for Zoom's broader vertical industry strategy, including future adaptation to Healthcare and additional strategic industries. About the Team Our Customer Experience portfolio organization is building the industry-focused GTM capability that translates Zoom's platform into differentiated value for the markets we serve. The team partners closely across Sales, Product, Solutions Engineering, and Customer Success to drive strategic growth, and this role will be central to establishing how we scale that approach across priority verticals. Responsibilities Define a differentiated Financial Services CX point of view encompassing customer journeys, operational challenges, and emerging opportunities across banking, lending, payments, insurance, wealth management, and adjacent segments Develop and continuously refine a scalable portfolio of GTM assets, including executive narratives, priority customer journeys, AI and CX use cases, discovery frameworks, competitive positioning, business value and ROI narratives, reference architectures, and executive workshop content Build field-ready enablement materials for Sales and Solutions Engineering that can be executed independently, without requiring direct involvement in every customer opportunity Partner with account teams on high-priority Financial Services engagements to elevate conversations from product capabilities to strategic business outcomes through stronger discovery, executive engagement, and value articulation Establish a structured feedback loop between the Financial Services market and Product, identifying recurring workflow requirements, integration needs, capability gaps, and reusable assets such as agents and skills to accelerate GTM motions Collaborate with Technology and SI Alliance partners to develop joint solutions and GTM plays spanning core banking, CRM, payments, identity, fraud, data platforms, and workflow technology Codify a repeatable vertical operating model, from industry insight through customer priorities, solution plays, value narratives, field activation, and product feedback, and apply it first to Financial Services with a framework adaptable to Healthcare and future strategic industries What We're Looking For 10+ years of experience spanning Financial Services, enterprise technology, consulting, SaaS, or CX, with deep knowledge of Financial Services customer journeys, operating models, and business priorities across banking, insurance, wealth management, and adjacent segments Demonstrated ability to engage and influence senior executives at major financial institutions, translating industry insight into compelling technology and business-value narratives Strong understanding of modern Customer Experience technology, including AI, automation, contact center, digital engagement, CRM, and workflow platforms, with familiarity across core Financial Services technology ecosystems in banking, insurance, wealth management, and credit unions Proven track record developing or executing enterprise go-to-market strategies, including solution plays, executive narratives, enablement content, and competitive positioning Strong commercial instincts and understanding of complex enterprise sales motions, with the abilit