CX Vertical Industry Lead - Financial Services

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 ability to move fluidly between executive-level strategy and hands-on field execution
• Demonstrated cross-functional influence across Sales, Product, Marketing, Solutions Engineering, Customer Success, and Partners, with exceptional communication, storytelling, and facilitation skills
• Ability to build repeatable frameworks, scalable GTM assets, and field-ready content that supports sales, product, and executive storytelling

Salary Range or On Target Earnings:

Minimum:

Maximum:

In addition to the base salary and/or OTE listed Zoom has a Total Direct Compensation philosophy that takes into consideration; base salary, bonus and equity value.

Note: Starting pay will be based on a number of factors and commensurate with qualifications & experience.

We also have a location based compensation structure;  there may be a different range for candidates in this and other locations

At Zoom, we offer a window of at least 5 days for you to apply because we believe in giving you every opportunity. Below is the potential closing date, just in case you want to mark it on your calendar. We look forward to receiving your application!

Anticipated Position Close Date:

Ways of Working
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

Benefits
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

About Us
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.
We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

Our Commitment

At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step.

If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.

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