The FIS Voice of the Customer (VoC) program captures customer's feedback about their experiences with and expectations for our products and services along the entire customer lifecycle. It focuses on understanding customer needs and expectations to drive corrective actions and inform Product, Service, Sales and Marketing strategies.
For this newly created role FIS is searching for an experienced and visionary VoC Vice President that can lead the corporate VoC initiative. You must have analytical, process-oriented, and strategic skillsets and multiple years of experience with customer research methodologies. You will build and manage the company's customer feedback program to uncover the business challenges of the company's client base (ranging from small merchants to ecommerce giants and financial institutions). You'll have the opportunity to drive high impact change through data-driven insights.
Design, implement and optimize the Voice of the Customer program and initiatives (win/loss surveys, transactional and relationship surveys/NPS and many others)
Analyze the VoC results and provide insights for Marketing, Sales, Client Support and other stakeholders (through dashboards and executive summaries), helping to influence tactical and strategic decisions
Partner with internal and external stakeholders to understand adoption of current product suite and identify opportunities to gain more customer intelligence
Drive the change and communication process in collaboration with the various stakeholders to ensure customer feedback is socialized and adopted across the organization as a business opoortunity
Analyze existing feedback and develop new feedback sources and processes
Additional Job Responsibilities:
Work with the stakeholders to create a comprehensive VoC vision, strategy, and an innovative CX solutions roadmap for the organization based on sound analytical approach, competitive intelligence, actionable metrics and alignment with business plans.
Own the CX budget to develop meaningful customer segments and personae based on customer rational, emotional and behavioral data and recommend content and channel strategies that delivers long term value.
Develop a 3 to 5-year plan to drive customer transformation across to deliver highest Client Health Index for Tier 1 customers by resolving their concerns within 24 hours (TBD) and improving customer satisfaction and loyalty leading to short and long term retention.
Design, develop and optimize customer journeys and deliver real-time, integrated, personalized, scalable experience strategies based on real time VOC feedback.
Lead, coach and champion the development of experience oriented culture across all leadership levels and within all functions.
Deliver regular qualitative and quantitative reporting to drive insights on improvements, ensure compliance, deliver value and enhance the overall engagement and pre-during-post experience.
Build an engaging, ambitious and analytical work environment that's focused on achieving operational excellence for our clients.
10+ years of experience in B2B Marketing, Customer Support or Operations
Bachelor's Degree in a related field, MBA desired
Experience working cross-functionally with Marketing, Sales, Client Support, and Product Management
Experience in complex stakeholder management
Project management background
Solid problem solving and time management skills
Creativity in designing solutions to unique challenges
Attention to detail and drive to provide high quality results
Intellectual curiosity and ability to learn quickly
High level of written and verbal communication skills
Experienced in leading divers teams across the Globe