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.
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