Director, Customer Experience Management (Financial Software)

Finastra New York , NY 10007

Posted 2 months ago


With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers.

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together. Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers.

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business. From a graduate Software Engineer to an experienced Sales Executive we are looking for personal leadership and people with the appetite to understand the markets and customers we serve. We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results, develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit

Strategy and Experience professionals create and analyze to help clients maximize the reach and relevance of each brand interaction across media, website and physical touch-points that are increasingly addressable (store kiosks, etc.).

Customer Experience and Social professionals enable customer Strategy by identifying and tracking dynamic customer segments across all channels, modeling key interactions and delivering a continuum of relevant and optimal experiences.


Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors. Closely follows the strategic direction set by senior management when establishing near term goals. Interacts with senior management at a client and/or within Finastra on matters where they may need to gain acceptance on an alternate approach. Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments. Decisions have a major day to day impact on area of responsibility. Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Finastra.

It is our intention for our people to live where they work and work where they live. However, in the context of our profession and serving our clients there may be times when you will need to travel extensively.

Basic Qualifications

Minimum of 8 years of experience in the following:

  • Leading multi-disciplinary analysis of current-state Marketing, Sales and Service business operations to identify customer and employee pain points across touchpoints (including Online, Chat, Call Center, Mobile, Retail)

  • Developing recommendations (with reference points to other organizations) on process and organizational changes required to improve customer and employee experience across touchpoints

  • Assessing technology gaps and making recommendations for leading-edge technology solutions to improve and connect Marketing, Sales and Service experiences for customers and employees

  • Leading multi-disciplinary teams to implement process, organizational and technology changes with cross-functional stakeholders including business leaders, technology leaders and frontline employees

  • Building multi-million dollar business cases and calculating ROI on customer strategy initiatives

  • Experience with cloud technology platforms including

  • Experience working in and leading teams agile delivery methodologies

  • Experience in Communications, Media, Software and/or High Tech industries

  • Minimum of 8 years of experience in a consulting environment

  • Minimum of 5 years of previous project management experience inclusive of team leadership and project leadership

  • Bachelor's Degree Required

Preferred Skills

  • Experience architecting strategic programs (both assessment and implementation work)

  • Experience with customer experience design across digital and traditional channels

  • Experience leading design-thinking workshops with customers and functional stakeholders

  • Cross-Industry and cross-touchpoint customer experience design

  • Ability to monetize customer experience improvement via revenue uplift and cost reduction value levers

  • Experience in leading teams of 10+ resources

  • Experience in advising and collaborating with VP and SVP leaders

  • Exceptionally strong verbal and written communication skills

Professional Skill Requirements

Proven ability to build, manage and foster a team-oriented environment Proven ability to work creatively and analytically in a problem-solving environment Desire to work in an information systems environment Excellent communication (written and oral) and interpersonal skills Excellent leadership and management skills

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

The Future is Collaborative. The Future is Open. The Future is Now.

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