Every day, the people of TSYS® and Netspend® improve lives and businesses around the globe through payments. We make it possible for millions of people to move money between buyers and sellers using our payments solutions including credit, debit, prepaid and merchant services. We are ""People-Centered Payments"", and our team has the unique opportunity to help create a world in which payments make people's lives easier and better. This is both a tremendous honor and an important responsibility for those who accept the challenge. If you are looking to make a valuable difference for people everywhere - and for yourself - we may have the right place for you.
Summary of This RoleThe Customer Experience Manager will own, manage and develop the TSYS Customer Experience strategy. Working with executive leaders across the segments and leadership within each segment, this role focuses heavily on generating the Customer Experience initiatives through research, insight, ongoing measurement and drive to continuously elevate our customers' experience. Design and implement strategic objectives to meet the TSYS' goal to move from a business model based on institutional demand to customer/client demand, with an emphasis on continuous improvement for the end to end customer experience. Primary focus would be to improve the experiences customers have with TSYS, with the goal of increasing customer loyalty, satisfaction and increasing existing client revenue, which will drive additional revenue growth for the organization.
Job Specific Duties & Responsibilities
*Create and visualize customer personae and map client journeys across and throughout the lifecycle, capturing touchpoints and highlighting areas of friction
*Work closely with senior leaders and business units to assess weaknesses and opportunities in the current state process and its impact on CX.
*Partner with different business units to understand Client strategy goals are understood and the intent and measures of success are defined
*Drive improvements by advising on design/redesign of customer journeys & processes with on-going mechanisms in place to listen and evaluate the client experience.
*Presents current state findings and recommended future-state design to functional heads and Managers across TSYS.
*Negotiates recommendations with leadership, finding balance of CX improvement and operational efficiency.
*Map end-to-end customer experience touch points
*Identify areas of dissatisfaction and develop plans to monitor and make improvements that will ultimately lead to improved experience
*Inspire the business to be customer-centric, by contributing to business-wide understanding of metrics, performance and design principles
*Participate in the continual development, tracking, and reporting of CX goals and strategy progress
*Lead successful implementation of the CX initiatives road maps through benefit realization
*Deploy CX best practices for listening, interpreting, and acting on customer feedback using structured and unstructured data to deliver actionable customer insights
*Provide routine project status updates, review, and other required communications to division leadership team, project sponsors, and stakeholders
Day to Day Duties:This person will be working on various CX initiatives at any one time. They will primarily work with various business units to create customer touch point maps, identify current state and key metrics for specific customer journeys, identify pain points and conduct gap analysis, and work with cross-functional teams to solution a future state. This person will then work to coordinate efforts and move forward key items/tasks that need to happen to deliver that future state design.
What Part Will You Play?
What Are We Looking For in This Role?
Minimum Qualifications
Job Specific Skills & CapabilitiesCustomer Journey Mapping, Process Improvement, Good Communication/Facilitations Skills, Team Player, Reliable, Self Motivated, Problem Solver, CX Thought Leadership, Organized/Structured
What Are Our Desired Skills and Capabilities?
US Applicants:
Qualified individuals with disabilities may be entitled to reasonable accommodations to assist in their pursuit of employment with TSYS. This includes assistance in completing the job application (online or otherwise) and reasonable accommodations during the hiring process. For assistance with reasonable accommodations needed to apply for a job, please contact the TSYS Pay and Benefits Center between 8 a.m. and 7 p.m. Eastern Monday-Friday at +1.706.644.8747 or +1.877.644.8747 or email at .
TSYS is committed to diversity and equal opportunities for everyone. We are committed to ensuring that all job applicants and team members are treated equally, without discrimination because of gender, sexual orientation, marital or civil partner status, gender reassignment, race, color, nationality, ethnic or national origin, religion or belief, disability, age or any other characteristic prohibited by law. For more information, please refer to our Code of Business Conduct and Ethics, found here.
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