Technical Service Delivery Analyst

Technical Service Delivery Analyst – Denver, CO

Does playing a vital role in business growth sound exciting to you?  Would you like to work for a global company in Money Transfer that believes when money moves, better things can happen? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Join Western Union as a Technical Service Delivery Analyst (Americas).

Western Union powers your pursuit

In this role you will work as a member of the Retail Product team with a focus on building and expanding Western Union money remittance services across the Americas, with a wider impact globally.

Role Responsibilities

• Manage technical service delivery for the Americas (Canda, US, LACA)
• Responsible for the implementation of a service delivery model supporting assigned platforms throughout the Americas
• Work with Regional Business, Operations and Product Leaders at all levels, for governance and execution of the retail product roadmap for key initiatives and partners.
• Interface and collaborate with other teams within Western Union including engineers, product, operations and business in geographically distributed centers to create high-quality, intuitive customer experiences that deliver a best-in-class retail experience. Directly responsible for technical pre-sales, through to delivery of solution for strategic agents.
• Strong emphasis on customer journey, product quality, performance tuning, troubleshooting, and continuous development
• Work with regional legal and compliance stakeholders to understand local regulatory requirements to ensure Western Union remain compliant from a technical perspective.
• Partner with regional go-to-market teams to define and drive product go-to-market strategy for new partnerships, products or enhancements.
• Own and prioritize a roadmap to balance both exploring new agent partnerships, product enhancements and existing agent revenue growth opportunities

Role Requirements

• English and Spanish language skills are essential.
• Proven ability to communicate effectively at any level, whether written or orally.
• 2-4 years of experience in technology.
• 2-4 years of planning, organizational structure, along with experience partnering with the technology and business managers to ensure needs are implemented efficiently.
• Experience in a financial services/payments /Banking verticals will be highly preferred, candidates with other relevant experience will be considered.
• You have a proven track record of leading the development and implementation of successful product strategies with excellent cross-functional leadership skills and the ability to work effectively with teams in different locations.
• You have experience doing software integrations, technical presales or technical project/product management at large scale and multiple countries.
• You are technically savvy and have the ability to interpret API specifications to develop intuitive front-end experiences.
• Strong Customer Centric mindset with an ability to outperform Service Level Agreements on Customer satisfaction and experience.
• You possess strong analytical skills and experience using data to drive decision-making and you use your excellent communication and presentation skills to effectively communicate complex ideas to technical and non- technical stakeholders.
• Organizational and project management skills with ability to break large tasks into smaller tasks that can be monitored and tracked.
• Team player with ability to prioritize workload in line with tight deadlines and under pressure.

We make financial services accessible to humans everywhere. Join us for what’s next. 

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. 

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/ 

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