Customer Experience

hace 1 semana

Buenos Aires, Argentina Fiserv, Inc. A tiempo completo

**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**

Customer Experience (CX) Executive

*¿Qué hace un Customer Experience (CX) Executive exitoso en Fiserv? ** El Customer Experience (CX) Executive en Fiserv juega un papel crucial en la mejora continua de la experiência del cliente, socios y asociados a lo largo de la empresa. Este profesional será responsable de transformar el análisis de datos, la retroalimentación de los clientes y el fortalecimiento de la cultura en acciones estratégicas. Actuará como el guardián de la experiência del cliente, proporcionando una visión imparcial para guiar a la empresa en la toma de decisiones y ser centrado en el cliente.

**Lo que harás**:

- Trabajar con datos de diferentes fuentes y formatos para generar KPIs y dashboards de experiência del cliente
- Asegurar la gobernanza de los datos de CX, estructurando la recolección, procesamiento y análisis, optimizando la estandarización y fiabilidad de los datos
- Automatizar los procesos analíticos desarrollando dashboards en Power BI y la ingesta de datos en el datalake
- Coordinar el flujo de la recolección de encuestas NPS y CSAT, asegurando la calidad y representatividad de las respuestas
- Realizar análisis de tendencias y proyecciones de KPIs para generar insights y apoyo en la toma de decisiones
- Categorizar e interpretar las retroalimentaciones de los clientes obtenidas a través de encuestas, proporcionando análisis estructurados para la planificación estratégica
- Desarrollar el ciclo externo de la metodología de gestión de CX, transformando las retroalimentaciones y análisis de datos en planes de acción concretos con otros equipos como operaciones, producto, tecnología y servicio al cliente.
- Influir y colaborar en la definición del roadmap de la empresa basado en el análisis de CX
- Gestionar planes de acción, monitorear la ejecución y los impactos de las iniciativas de mejora
- Facilitar programas de comunicación y cultura con Recursos Humanos para fortalecer la cultura de CX
- Liderar la gobernanza de CX con el liderazgo superior, movilizando los equipos y recursos necesarios para asegurar la mejora de la experiência del cliente

**Lo que necesitas**:

- 6+ años de experiência en gestión de datos, análisis y elaboración de informes ejecutivos
- 6+ años de experiência avanzada en Excel y herramientas de BI (Power BI, Tableau, Looker, etc.)
- 6+ años de experiência en gestión de encuestas como NPS, CSAT y coordinación de acciones dirigidas a mejorar la experiência del cliente
- 6+ años de experiência en gestión de PMO, definición de planes de acción y gobernanza multidisciplinaria
- Habilidades para negociar y relacionarse con diferentes equipos en la empresa, articulando insights y acciones

**Lo que sería ideal tener (Deseable)**:

- 6+ años de experiência en influir y transformar datos en planes de acción con el compromiso de otras áreas
- 6+ años de experiência en comunicación ejecutiva, con claridad y objetividad para presentar información a distintos níveles de la empresa
- Proactividad y autonomía demostradas en la toma de iniciativa y solución de problemas de manera independiente, siendo práctico

**Nuestra cultura**: Nuestra aspiración es mover dinero e información de una manera que mueva al mundo. Nuestro objetivo es brindar un valor superior a nuestros clientes a través de tecnología de punta, innovación dirigida y excelencia en todo lo que hacemos.

**Nuestros valores**: Nuestros valores guían la manera en que tomamos decisiones y cumplimos nuestros compromisos con nuestros clientes y entre nosotros. Articulan lo que nos preocupa: lo que creemos que es importante. Nos orientan en la toma de decisiones día a día. Anclan una cultura en la que queremos trabajar.
- Gánate la confianza del cliente todos los días
- Crea con propósito
- Inspirar y alcanzar la excelencia
- Hacer lo correcto
- Cumpla con la promesa de un solo Fiserv

Nuestra cultura, enraizada en nuestro orgullo colectivo y reconocimiento por los logros de cada uno, es visible todos los días a través de nuestras publicaciones colectivas #FISVProud en las redes sociales.

**Nuestros beneficios**:

- Reintegro por almuerzo
- Plan Medico de Salud de primer nível
- Seguro de Vida
- Reintegro de Gastos por Guardería
- Kit Escolar
- Día libre por cumpleaños
- Capacitación Constante
- Programa interno de reconocimiento
- Programa de Bienestar y Asistencia al Empleado
- WellHub (Gympass)

Thank you for considering employment with Fiserv. Please:

- Complete the step-by-step

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