Executive Profile

John Sorenson is a senior Customer Experience and Contact Center leader with more than 25 years of experience leading large-scale, regulated operations across financial services and complex service environments. His career has focused on stabilizing performance, improving customer and employee outcomes, and strengthening service economics through disciplined execution and thoughtful leadership.

John previously served in senior executive roles at BB&T and Truist, where he led enterprise customer experience and contact center operations supporting thousands of employees across multi-site, multi-vendor environments. He played a central leadership role in more than 30 customer operations integrations, including the BB&T and SunTrust merger that formed Truist, one of the largest financial services integrations in U.S. history.

Throughout his career, John has been accountable for large operating budgets, global service delivery, BPO governance, workforce performance, and risk management within highly regulated organizations. His leadership approach emphasizes continuity, trust, and measurable improvement rather than disruption for its own sake.

Following his tenure at Truist, John formalized a limited set of executive advisory and interim leadership engagements through CypressCX Consulting. This work focused on helping organizations stabilize operations during periods of transition, strengthen performance discipline, and align customer experience strategies with operational realities. These engagements reinforced his preference for leading from inside organizations and owning outcomes as a full-time executive leader.

John is now focused on securing a full-time senior leadership role where he can apply his experience to quickly assess current-state operations, earn trust across teams, and lead pragmatic, sustainable improvement aligned to business and customer outcomes.