**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** Director of Customer Experiences 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:** + 8+ years of experience in customer experience, digital product management, onboarding, or related leadership roles, preferably in B2B or regulated industries. + Strong background in leading cross-functional teams to deliver digital solutions that drive measurable customer value. + Experience managing digital platforms, ideally including customer self-service portals and account management tools. + Proven track record of designing and optimizing customer journeys, with measurable impact on customer satisfaction and retention. + Excellent communication, leadership, and organizational skills — with the ability to align teams around a shared vision and priorities. + Deep understanding of experience design principles, change management, and customer lifecycle strategies. **Experience that would be great to have:** + Experience working with regulated data and privacy-sensitive environments (e.g., healthcare, finance, government). + Familiarity with CX tools and methodologies (e.g., journey mapping, voice-of-customer programs, UX/UI principles). + Strong grasp of analytics tools (e.g., Google Analytics, Tableau, or other BI platforms). + A customer-obsessed mindset grounded in empathy and data. + A proven ability to turn strategic vision into scalable, high-impact programs. + A passion for digital transformation and customer-centric innovation. 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: + Apply using your legal name + Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable). **Our commitment to Equal Opportunity:** 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. If you have a disability and require a reasonable accommodation in completing a job application or otherwise participating in the overall hiring process, please contact AskHR.US@fiserv.com . Please note our AskHR representatives do not have visibility to your application status. Current associates who require a workplace accommodation should refer to Fiserv’s Disability Accommodation Policy for additional information. **Note to agencies:** Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions. **Warning about fake job posts:** Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.