About your role:
At Fiserv, you will join a team focused on delivering measurable customer experience improvements for our clients and their customers. The Client Care Organization (CCO) seeks a Customer Experience Analyst to implement CX strategies, run regular interaction and data analyses, and translate findings into actionable recommendations that support departmental goals.
What you’ll do:
- Execute customer experience (CX) strategies and perform detailed analyses to track performance against departmental objectives.
- Write and optimize SQL queries and use analytical tools to generate insights from interaction and operational datasets.
- Create, build and refine call categories ensuring consistent accurate and relevant results
- Prepare and present findings to internal stakeholders and external clients, representing the Client Care Organization on calls and in meetings.
- Drive organizational change by leading medium- to long-term initiatives and guiding small project teams to deliver against initiative goals.
- Produce documentation, communications, and executive-ready presentations that meet corporate and department performance metrics.
- Manage multiple concurrent projects and maintain project plans while fostering cross-functional relationships across business units.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.
- Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.
- Advanced experience in Microsoft Excel including VLOOKUP, Power Query, PivotTables, and advanced formulas for dataset analysis.
- Experience in Microsoft PowerPoint for preparing executive-level presentations and client-facing slide decks.
- Experience in CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk)
- Bachelor’s degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.
Experience that would be great to have:
- Experience in Power BI or Tableau for visualization and reporting.
- Experience performing statistical analysis or scripting with Python or R for advanced analytics.
- Familiarity with VoC metrics and frameworks such as NPS, CSAT, CES, and root-cause analysis.
- Prior exposure to contact center telemetry and telephony integrations (e.g., CTI) and APIs.
- Practical knowledge of data governance, data quality practices, and handling sensitive customer data.
How you’ll work:
- This role requires the use of a computer and audio equipment.
Sponsorship:
- You must currently possess valid and unrestricted U.S. work authorization to be considered for this role. Individuals with temporary visas including, but not limited to, F-1 (OPT, CPT, STEM), H-1B, H-2, or TN, or any candidate requiring sponsorship, now or in the future, will not be considered for this role.
Benefits at Fiserv:
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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