Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
About the role
- Customer Experience Analyst at Fiserv implementing CX strategies and generating actionable insights for better client support. Collaborating across teams and preparing executive presentations based on data analyses.
Responsibilities
- Execute customer experience (CX) strategies and perform detailed analyses to track performance against departmental objectives.
- Write and optimize SQL queries and use analytical tools to generate insights from interaction and operational datasets.
- Create, build and refine call categories ensuring consistent accurate and relevant results
- Prepare and present findings to internal stakeholders and external clients, representing the Client Care Organization on calls and in meetings.
- Drive organizational change by leading medium- to long-term initiatives and guiding small project teams to deliver against initiative goals.
- Produce documentation, communications, and executive-ready presentations that meet corporate and department performance metrics.
- Manage multiple concurrent projects and maintain project plans while fostering cross-functional relationships across business units.
Requirements
- Experience in Verint interaction analytics and workforce engagement for CX measurement and reporting.
- Advanced experience in Microsoft Excel including VLOOKUP, Power Query, PivotTables, and advanced formulas for dataset analysis.
- Experience in Microsoft PowerPoint for preparing executive-level presentations and client-facing slide decks.
- Experience in CRM or support platforms (e.g., Salesforce Service Cloud, Zendesk)
- Bachelor’s degree or 4+ years of equivalent combination of educational background, related experience, and/or military experience.
- Experience in Power BI or Tableau for visualization and reporting.
- Experience in SQL for querying, joining, and transforming large interaction and transactional datasets.
- Experience performing statistical analysis or scripting with Python or R for advanced analytics.
- Familiarity with VoC metrics and frameworks such as NPS, CSAT, CES, and root-cause analysis.
- Prior exposure to contact center telemetry and telephony integrations (e.g., CTI) and APIs.
- Practical knowledge of data governance, data quality practices, and handling sensitive customer data.
Benefits
- Fuel Your Life program to support physical, financial, social, and emotional well-being
- Paid holidays and generous time away policies
- No-cost mental health support through Employee Assistance Programs
- Living Proof program to recognize your peers’ extra effort with points used for rewards
- Eight Employee Resource Groups to foster a collaborative culture
- Unparalleled professional growth with training, development, and internal mobility opportunities
- Retirement planning and discounted shares with the Employee Stock Purchase Plan
- Medical, dental, vision, life, and disability insurance options available day one
- Tuition assistance and reimbursement program
- Paid parental, caregiver, and military leave
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