Client Operations Support - Sr Professional I

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.

Job Title

Client Operations Support - Sr Professional I

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

Salary Range:

$54,000.00-$72,000.00

These pay ranges apply to employees in Maryland. Pay ranges for employees in other states may differ. Certain Positions are Commissions eligible.