Director, Consumer Program Management

FICO

About The Position

An effective leader in Consumer Empowerment Programs and Partnerships, you’ll balance the drive and passion for consumer credit education with the need to deepen relationships with FICO’s clients and protect our brand. Problem solving and high levels of professionalism are key to success and ultimately can make a huge difference in consumer’s lives. This role involves owning end-to-end program management for the FICO® Score Open Access Program, a key external-facing consumer initiative, serving as the primary point of contact for its strategy, execution, and growth. The Director will drive program adoption and expansion through proactive client outreach, presentations, awareness campaigns, industry events and ongoing support across the client base. They will also manage at least one direct report, providing mentorship, development opportunities, and day-to-day guidance to support individual and team success. The position requires delivering compelling presentations to clients and prospects across a range of stakeholder groups, collaborating with teams in Client Success, Sales, Marketing, Data Science, etc. Developing and executing strategies to engage a broad client base, ensuring high levels of client satisfaction and delivering consistent, meaningful client reporting are also key. The Director will cultivate and maintain trusted, long-term relationships with diverse client stakeholders, acting as a reliable and knowledgeable point of contact. They will review and communicate program updates and marketing materials to clients clearly and in a timely manner, ensuring alignment and understanding across stakeholder groups. Continuous identification of opportunities to improve program materials, expand program reach, and strengthen FICO's external representation, along with recommending and implementing strategies to improve operational efficiency, program effectiveness, and overall business results, are also part of the role.

Requirements

Substantial knowledge of the banking and financial ecosystem, with relevant professional industry experience required.
Significant experience in a client-facing role, serving as a primary point of contact or consultant for consumer advocacy or empowerment programs within banking or financial services — including program management, project management, client support, strategy consulting, business analysis, or solution marketing.
Proven track record of building and nurturing stakeholder relationships across internal and external teams in Sales, Client Success, Client Services, Legal, Marketing, and Executive Leadership.
Demonstrated ability to listen to and interpret client needs, develop effective solutions, and engage confidently in both pre- and post-sales client settings.
Prior experience managing direct reports, with the ability to lead through influence, build trust, and foster a high-performing team culture.
Excellent communication skills, with a consistent history of delivering high-quality client experiences and earning client confidence and repeat engagement.
Strong organizational skills and the ability to manage competing priorities across multiple projects simultaneously.
A proactive, self-starting approach — comfortable working under pressure while maintaining composure and a professional presence.
A collaborative mindset with a track record of contributing proactively in cross-functional environments, sharing ideas, driving process improvements, and championing team success.

Nice To Haves

FICO product knowledge is a plus.

Responsibilities

Own end-to-end program management for the FICO® Score Open Access Program, a key external-facing consumer initiative, serving as the primary point of contact for its strategy, execution, and growth.
Drive program adoption and expansion through proactive client outreach, presentations, awareness campaigns, industry events and ongoing support across the client base.
Manage at least one direct report, providing mentorship, development opportunities, and day-to-day guidance to support individual and team success.
Deliver compelling presentations to clients and prospects across a range of stakeholder groups, collaborating with teams in Client Success, Sales, Marketing, Data Science, etc.
Develop and execute strategies to engage a broad client base, ensuring high levels of client satisfaction and delivering consistent, meaningful client reporting.
Cultivate and maintain trusted, long-term relationships with diverse client stakeholders, acting as a reliable and knowledgeable point of contact.
Review and communicate program updates and marketing materials to clients clearly and in a timely manner, ensuring alignment and understanding across stakeholder groups.
Continuously identify opportunities to improve program materials, expand program reach, and strengthen FICO's external representation.
Recommend and implement strategies to improve operational efficiency, program effectiveness, and overall business results.

Benefits

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: $126,000 to $198,000.
Opportunity to develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics.
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.
Support needed, while ensuring you have the freedom to develop your skills and grow your career.

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