Director of Customer Experiences

Director Of Customer Experiences

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.

We 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 you'll 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 you'll need to have :

Experience that would be great to have :

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 individual's 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 :

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.

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