Era Ziroe, CCXP

Commander
DISC Type : D

SVP, Enterprise Customer Experience Strategy Leader at Synchrony

United States

Overview

Era is a customer experience executive with over 20 years of experience driving growth and loyalty for companies like Synchrony, KeyBank, and PNC. She holds a BBA from Kent State University and is a Certified Customer Experience Professional. Colleagues describe her as strategic, competent, reliable, and supportive.

Outside of her professional focus, Era has a noted interest in the importance of maintaining a healthy work-life balance to manage stress. She advocates for finding personal methods for balance beyond conventional advice, emphasizing individual well-being.

Unique fact: Era is a recognized thought leader and speaker at prominent industry events, including the CX BFSI Exchange and CXFS Connect conference.

Personality Overview

Strong-Willed

Candid & Clear

Very Quick

They prefer to be the ones controlling the conversation or defining the terms.  They respond well to strong and respectful communication. They are not always relationship oriented.

Topics They Care About

Customer Experience Strategy
Her entire career, including current role at Synchrony and previous leadership at KeyBank and PNC, has focused on building enterprise-wide customer experience strategies to drive growth.
Insight-Led Transformation
She emphasizes using data-driven insights and analytics to transform complex ecosystems into streamlined, user-centric solutions, a core theme in her work and speaking engagements.
Employee-Centric Culture
Upon joining Synchrony, she publicly expressed gratitude for joining a company with a strong employee-centric culture, indicating it's a key value for her.

Media Appearances

Keynote: Era Ziroe – Senior Vice President, Clients & Employee Experience (Synchrony). Featured in Vimeo

See Now

Work History

12-2025
SVP, Enterprise Customer Experience Strategy Leader at Synchrony
11-2020 - 7-2025
SVP, Director of Client and Employee Experience at KeyBank
12-2017 - 11-2020
SVP, Client Success Director at KeyBank
3-2014 - 12-2017
SVP, Credit Card Customer Experience & Innovation Product Manager, PNC at PNC
7-2012 - 3-2014
SVP, Home Equity & Mortgage Asset Class Chief Data Officer at PNC

Education

Bachelor of Business Administration (BBA) from Kent State University

More Information

Social Presence :

Prographics :

Exp : 16 Location : United States Job Level : Leadership Designation : SVP, Enterprise Customer Experience Strategy Leader at Synchrony
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Insights For Selling To Era

During A Call Or A Meeting

DO's

  • Refer to testimonials from well-known industry leaders
  • Use phrases like ‘it’s your decision’, ‘strategic impact’ etc.
  • Objectively showcase the impact that your product creates

DONT's

  • Do not spend too much time focusing on product tech or features
  • Don’t focus on process and rules, give the impression of being a ‘gets it done’ person
  • Avoid being a storyteller and don’t try to oversell

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Era is

  • Confidence in impact is paramount to them, followed by a sense of achievement and ROI.
  • Will you ever get a clear answer from Era

  • If they are not convinced, they will have no hesitation in telling you the same.

Insights For Deal Planning

    How fast (or slow) will Era move?

  • They can reach decisions fairly quickly if they are convinced.
  • Can Era take some risk or not?

  • They don’t mind risks but can be quite binary about them.

You And Era

Personality Compatibility


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