Customer Experience, Sr. Manager

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

"At FICO, we’re on a mission to transform the way our customers navigate change and we’re looking for a dynamic, strategic thinker to join our team! If you’re passionate about creating seamless customer experiences and thrive in a fast-paced environment, this role is for you.

As part of our Software business, you’ll develop and execute strategies that help customers adapt to transformational changes, ensuring they receive the best possible experience. You’ll collaborate with cross-functional teams, drive innovative customer programs, and play a key role in making every transition smooth and successful". - Hiring Manager

What You’ll Contribute

• Collaborate with Software and Business Leadership team to manage and develop customer specific programs.

• Define and develop actionable cross-functional plans to minimize customer impact.

• Design plans based on the customer experience – clear communication, steps that are easy to follow, and achieves business objectives. 

• Coordinate with Product, Engineering, Sales, Professional Services, IT, Support, Finance and Legal to ensure the best possible outcomes for our customers.

• Capture customer feedback and identify new ways to streamline the customer journey. 

• Support cross-functional teams in all geographies to take a customer-first lens on their activities and interactions, prioritize and accelerate delivery of high impact outcomes and help them to achieve their goals.

• Build relationships with key stakeholders to influence and improve the customer experience.  

What We’re Seeking

• Education & Experience: Bachelor’s degree in business, communications, marketing, or related field, with experience in customer experience programs, commercialization, or business transformation (SaaS preferred). Customer-facing experience is a plus. 

• Project & Stakeholder Management: Proven success in leading complex projects, consultative stakeholder engagement, and cross-functional collaboration. Strong ability to drive solutions for challenging business problems. 

• Problem-Solving & Innovation: Data-driven mindset with exceptional analytical skills. Comfortable building from scratch, innovating, and working in fast-paced, evolving environments. 

• Adaptability & Collaboration: Ability to balance big-picture strategy with attention to detail. Flexible and comfortable managing shifting priorities across global teams and time zones. 

• Customer-Centric Approach: Passion for improving customer experience, with a track record of delivering impactful programs. Experience with Salesforce or other CRM systems is a plus. 

• Extra Credit: add a # next to your favorite tool or method used for staying organized on your resume.

Our Offer to You

• An inclusive culture strongly reflecting our core values:  Act Like an Owner, Delight Our Customers and Earn the Respect of Others.

• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.

• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.

• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

• The targeted base pay range for this role is: $98,000 to $154,000 with this range reflecting differences in candidate knowledge, skills and experience.
   

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Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.  You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

•    Credit Scoring