Director Service Transformation and Strategy
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 TitleDirector Service Transformation and StrategyAbout your role:As Director, Service Transformation & Strategy, you will serve as the strategic and analytical engine behind a growing global service operations portfolio. You will build transformation roadmaps, leadership narratives, analytics, and decision-support materials that help senior leaders move from strategy to execution. Reporting to the VP, Call Center Operations, you will partner closely with executive transformation leadership and cross-functional teams to drive alignment, visibility, and measurable outcomes.What you'll do:Build and maintain the integrated transformation roadmap across active workstreams, including business process outsourcing (BPO) re-platforming, knowledge and artificial intelligence (AI), quality, workforce strategy, vendor consolidation, and service model evolutionCreate executive-ready presentations, strategy updates, and reporting materials that communicate progress, surface risks, frame trade-offs, and support decisions for senior leadershipDefine, track, and analyze key performance indicators (KPIs), dashboards, business cases, and root cause analyses to evaluate initiative performance and turn data into actionable recommendationsLead cross-functional working sessions with partners across Operations, Product, Technology, Vendor Management, Quality Assurance (QA), Training, and Commercialization to align priorities, resolve blockers, and drive accountabilityDeliver targeted strategic support, including deep-dive analyses, vendor comparisons, consolidation frameworks, and rapid-turn decision artifacts for leadership needsLead and develop analysts, including talent from analyst programs, by providing coaching, context, and quality standards that strengthen portfolio executionPartner directly with senior and executive leaders to synthesize ambiguity into structured plans, clarify interdependencies, and help ensure decisions translate into sustained outcomesResponsibilities listed are not intended to be all-inclusive and may be modified as necessary.Experience you'll need to have:8+ years of experience in management consulting, strategy, transformation, service operations, and/or portfolio or program execution roles supporting complex, cross-functional business initiatives4+ years of experience managing and developing teams, including coaching analysts and driving high-quality deliverables across multiple concurrent workstreams8+ years of experience...