Job Description

Calling all innovators – find your future at Fiserv.

We’re 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, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

What does a successful Director, Client Insights do at Fiserv?

A successful Director, Client Insights at Fiserv is dedicated to designing, implementing, and managing a robust program to gather and analyze comprehensive client feedback. This role is vital in informing business decisions and improving customer experience by translating client insights into actionable recommendations. Your expertise will strengthen client relationships, enhance customer satisfaction, and drive long-term merchant loyalty through data-driven strategies.

What you will do:

• Manage a state-of-the-art Voice of the Customer (VOC) program, including NPS, LTR, real-time product interactive feedback, client satisfaction, and product satisfaction surveys.
• Leverage client insight AI functionality to enrich survey data with firmographic information to identify trends and vulnerable cohorts to inform strategy decisions to reduce client attrition.
• Develop automated tasks for dissatisfied client follow-up, utilizing generative AI to enhance insights.
• Develop and implement surveys that capture relevant client feedback on various touchpoints and aspects of the client journey.
• Analyze survey data to identify trends, pain points, and areas for improvement, generating presentations and presenting findings to stakeholders and executives to drive change.
• Collaborate with cross-functional teams to implement changes and improvements based on client feedback, using insights to inform product development, design, and feature enhancements.
• Explore new methods and technologies for gathering and analyzing client feedback, expanding merchant feedback mechanisms beyond traditional email surveys.
• Develop recommendations based on insights to improve products, services, marketing strategies, and customer experiences.

What you will need to have:

• 3+ years of experience in managing Voice of the Customer (VOC) programs, including NPS, LTR, and client satisfaction surveys.
• 2+ years of experience leveraging AI functionality to analyze survey data and identify trends.
• 3+ years of experience with standardized survey tools and software for survey design, data analysis, and reporting.
• 3+ years of experience in a customer-centric environment, working with clients, customers, or stakeholders.

What would be great to have:

• Bachelor's degree in a relevant field and/or equivalent military experience.
• Experience developing automated follow-up tasks utilizing generative AI.
• Experience presenting data findings to stakeholders and executives.
• 3+ years of experience in customer journey mapping and other customer-centric approaches.
• 3+ years of project management experience, managing multiple projects simultaneously and meeting deadlines.

Perks at work:

• We’re #FiservProud of our commitment to your overall well-being with a growing offering of physical, mental, emotional, and financial benefits from day one.
• Maintain a healthy work-life balance with paid holidays, generous time off policies, including Unlimited Recharge & Refuel for qualifying associates, and free counseling through our EAP.
• Plan for your future with competitive salaries, the Fiserv 401(k) Savings Plan, and our Employee Stock Purchase Plan.
• Recognize and be recognized by colleagues with our Living Proof program where you can exchange points for a variety of rewards.
• Prioritize your health with a variety of medical, dental, vision, life and disability insurance options and a range of well-being resources through our Fuel Your Life program.
• Advance your career with training, development, certification, and internal mobility opportunities.
• Join Employee Resource Groups that promote our diverse and inclusive culture where associates can share perspectives, exchange ideas, and elevate careers.

Salary Range:

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.

It is unlawful to discriminate against a prospective employee due to the individual's status as a veteran.

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  AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information.

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please 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.

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