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 centered on stabilizing performance, improving customer and employee outcomes, and strengthening service economics through disciplined execution.

“The contact center is where you actually find out whether a strategy works. Everything upstream of it is a hypothesis until the phone rings.”

John held 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 was one of the key senior leaders accountable for the CX and contact center workstream across more than 30 customer operations integrations, including the BB&T and SunTrust merger that formed Truist - one of the largest financial services combinations 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 approach favors continuity and measurable improvement over disruption for its own sake.

“I’ve never seen transformation and stability as opposites. The operations that changed most successfully were the ones that changed on purpose - not the ones that changed fastest.”

Since 2024, John has led CypressCX Consulting, providing advisory and fractional leadership across more than 20 engagements, primarily for banks and credit unions, along with expert-network advisory and targeted interim assessments for regulated organizations navigating operational transition, complex integrations, and CX or contact center transformation. This work runs alongside his search for his next full-time executive role - not in place of it.

John is a Lean Six Sigma Black Belt and an Execs in the Know CX Expert, and he contributed a practitioner’s perspective to Execs in the Know’s September 2026 research report, Evolving CX Operating Model: Why Traditional Contact Center Structures Are Breaking Down.

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

LinkedIn: linkedin.com/in/johnlsorenson