Client Operations Support - Sr Professional - Call Center Insights
About The Position
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. 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.
Requirements
- Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.
- 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.
Nice To Haves
- Experience in Power BI or Tableau for visualization and reporting.
- Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.
- 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.
Responsibilities
- 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
