Director of Customer Experiences
Director of Customer Experiences
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Job Description
Calling all innovators find your future at Fiserv.
Were Fiserv a global leader in Fintech and payments and we move money and information in a way that moves the world. We connect financial institutions corporations merchants and consumers to one another millions of times a day quickly reliably and securely. Any time you swipe your credit card pay through a mobile app or withdraw money from the bank were involved. If you want to make an impact on a global scale come make a difference at Fiserv.
Job Title
Director of Customer ExperiencesWe are looking for a strategic and execution-focused Director of Customer Experience to lead our Customer Onboarding and Web Portal teams. This individual will be responsible for designing delivering and continually improving experiences that fulfill our customer commitments with a deep focus on journey mapping onboarding effectiveness and self-service capabilities.
This leader will play a critical role in ensuring that the first touchpoint through onboarding and the day-to-day interactions via our web portal are intuitive reliable and aligned with our brand promise.
What youll do:
- Lead and develop the Customer Onboarding and Web Portal teams ensuring seamless and consistent experiences across customer touch points.
- Own and evolve the customer journey strategy from onboarding through daily interactions identifying opportunities to improve satisfaction retention and value delivery.
- Partner with cross-functional stakeholders including Product Technology Support Marketing and Compliance to align solutions with customer expectations and business priorities.
- Oversee the design and delivery of intuitive secure and scalable digital experiences within our web portal platform.
- Define and track CX metrics (e.g. NPS CSAT time-to-value digital adoption) to measure success and identify opportunities for improvement.
- Drive continuous improvement in onboarding workflows training materials user experience and support resources.
- Serve as a voice of the customer advocating for enhancements to processes systems and services based on real-world insights.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience youll need to have:
- 8 years of experience in customer experience digital product management onboarding or related leadership roles preferably in B2B or regulated industries.
- Strong background in leading cross-functional teams to deliver digital solutions that drive measurable customer value.
- Experience managing digital platforms ideally including customer self-service portals and account management tools.
- Proven track record of designing and optimizing customer journeys with measurable impact on customer satisfaction and retention.
- Excellent communication leadership and organizational skills with the ability to align teams around a shared vision and priorities.
- Deep understanding of experience design principles change management and customer lifecycle strategies.
Experience that would be great to have:
- Experience working with regulated data and privacy-sensitive environments (e.g. healthcare finance government).
- Familiarity with CX tools and methodologies (e.g. journey mapping voice-of-customer programs UX/UI principles).
- Strong grasp of analytics tools (e.g. Google Analytics Tableau or other BI platforms).
- A customer-obsessed mindset grounded in empathy and data.
- A proven ability to turn strategic vision into scalable high-impact programs.
- A passion for digital transformation and customer-centric innovation.
This role is not eligible to be performed in Colorado California District of Columbia Hawaii Illinois Maryland Minnesota New Jersey New York Nevada Rhode Island or Washington.
It is unlawful to discriminate against a prospective employee due to the individuals status as a veteran.
Please note that salary ranges provided for this role on external job boards are salary estimates made by outside parties and may not be accurate.
Thank you for considering employment with Fiserv. Please:
- Apply using your legal name
- Complete the step-by-step profile and attach your resume (either is acceptable both are preferable).
Our commitment to Equal Opportunity:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion national origin gender gender identity sexual orientation age disability protected veteran status or any other category protected by law.
If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process please contact. Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiservs Disability Accommodation Policy for additional information.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
Required Experience:
Director
Employment Type
Full-Time
