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Fiserv Director, Client Experience, Restaurant Strategy in Amherst, New York

What does a great Director, Client Experience and Success for the Restaurant Vertical do?

Clover, a Fiserv Company, is looking for a Director to drive an end-to-end client experience strategy for the restaurant segment. The Director, Client Experience and Success (CE&S) for the restaurant segment is responsible for the strategy, design, and implementation of our end-to-end customer experience for our restaurant vertical. This newly created function reflects Clover’s ambition to expand our presence in both the quick service and full service restaurant segments. Our mission is to help clients achieve success by providing a seamless fully integrated and experience to support the needs of their customers, employees and their business.

Clover is well positioned to grow market share, expand relationships with existing customers and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer success.

As the Director, Client Experience and Success for restaurants, you will partner with the Leadership Team in creating, framing, and governing new client experience (CX) business strategies and leading strategic business programs focused on transforming the experience for our customers across the Clover for Restaurants segment. This is a high-impact and high-visibility role that will drive strategy development, design, and business execution of CX strategic programs along with enabling ongoing high-frequency executive engagement. Collaborating across multiple teams including Support, Sales, Marketing, Engineering, Operations, Services, Finance, and Legal is an essential part of the job.

This exciting opportunity provides visibility, influence, and leadership across CE&S and the entire Clover ecosystem. The Director, CE&S role is essential to the vision of the organization as being recognized as the leader in customer experience, success, and support. This role calls for a balance of leadership, influence skills and individual contributions.

Strategy and Insights:

  • Understand customer experience trends and emerging differentiators across the industry ecosystem.

  • Identify, share, and leverage strategic insights to inform business plans and strategic program development.

  • Identify and develop opportunities to drive customer satisfaction.

Key Responsibilities will include:

  • Define Clover’s target end-to-end client experience and service strategy to support restaurant merchants to drive efficiency, greater productivity and merchant success..

  • Lead effort to define the strategy, roadmap and execution plans to create a digital service operating model to provide merchant self-service options to manage business functions, access critical information and provide efficiencies in the call center.

  • Expand functionality to include self-service, drive more efficient work flows and support options for merchants including web, chat, mobile, on device and self service

  • Create a delivery model to support seamless onboarding, menu build capabilities, online ordering, website integration and methods to drive more omni-commerce functionality.

  • Define Clovers’ end-to-end client experience across market segments and distribution systems (sales channels)

  • Map the target end-to-end client experience from initial sales contact and product introduction through ongoing client relationship management and support across all touch-points, with initial focus on the SMB merchant segment

  • Drive the process to identify and correct gaps in the client experience; determine the key priorities for focused improvement of strategies, tactics and best practices

  • Represent the “voice of the client” to business partners

  • Ensure optimal end-to-end client experience across product delivery, tool development, support models and client communications

  • Develop the discipline and drive changes in ‘mind-set’ around how the company delivers products, functionality and service to clients

  • Recommend product functionality, new operating models and tool improvements to meet and exceed client needs

  • Drive and sustain the required changes by ensuring the appropriate level of commitment from key leadership and employee engagement across functional groups through fact-based analysis and clear communication

  • Create cross-functional forums and communication vehicles to ensure an integrated experience

  • Understand product and tool usability challenges and influence product roadmaps and design improvements

  • Accountable for measuring success in delivering the targeted client experience

  • Develop key metrics and performance indicators to ensure tracking of the end-to-end experience by company-wide senior management

  • Design and deliver reporting to key functional groups for identification and execution of required changes

  • Recruit, lead and coach talent, creating a strong team which can lead and execute across products, functions and distribution systems

Basic Qualifications for Consideration:

  • 10 years of increasingly accountable leadership roles in developing and executing on client experience strategies and leading product management and product commercialization efforts

  • Ideal candidate has experience in servicing in the restaurant segment

  • Strong strategic and analytical problem-solving skills and the ability to influence large, diverse groups through fact-based analysis and decision-making

  • Results and execution-oriented with strong operating model and process development experience in complex and ambiguous environments

  • Demonstrated passion and experience leading change and inspiring teams to deliver an integrated and high quality client experience

  • Exceptional cross-functional leadership skills with partnership experience across functional and regional teams

  • Significant experience leading and executing globally in a client-driven, fast-paced environment and matrix organization

  • Strong communication skills, written and verbal, and experience with senior leaders, external clients and partners

We welcome and encourage diversity in our workforce. Fiserv is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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