Director of Partner Experience (Payments Experience Required)

Job Description

As the Director of Partner Experience at Worldpay for Platforms, you will be responsible for leading and optimizing the end-to-end partner experience. You will play a crucial role in developing and maintaining strong relationships with our partners, cross functional stakeholders within Worldpay for Platforms, and other stakeholders across Worldpay. You will lead the organization in assessing, and measuring partner experience while driving cross functional teams to develop and implement initiatives that deliver improved outcomes. You will need to develop a deep understanding of software led payments to ensure our partner’s satisfaction across all intersection points while enabling mutual growth opportunities. In this role, you will identify current experience challenges and develop plans toward improving the experience through innovation and bringing a digital first mentality to process.

This role reports into the SVP of Strategy and Business Operations. This positioning is critical to gain and provide an unbiased view across all functions that impact our partners experiences. You possess the ability to influence without direct authority, exceptional leadership abilities, research capabilities to collect appropriate data, and analytical skill to turn that data into actionable recommendations across all functions. You will lead and oversee the full lifecycle of improvements from opportunity identification to solution design all the way through implementation with key stakeholders and post improvement measurement.

Key Responsibilities

• Develop and execute a comprehensive partner experience strategy aligned with the company's goals and objectives
• Build and nurture strong relationships with key partners, focusing on their end-to-end experiences working with Worldpay for Platforms
• Collaborate cross-functionally with sales, marketing, product, engineering, operations, and other relevant teams to enhance partner satisfaction and drive revenue growth.
• Design proactive and reactive feedback mechanisms to capture the “voice of the customer” and evangelizing findings, conclusions, and recommendations across the organization.
• Analyze partner feedback and market trends to identify areas for improvement and innovation.
• Create accountability models to ensure functional teams are meeting or exceeding delivery expectations.
• Define metrics to measure partner experience, work with internal teams to collect and analyze the data, proactively addressing any issues or concerns
• Lead initiatives to enhance partner communication channels, ensuring timely and transparent communication.
• Provide guidance and mentorship to the cross functional teams executing improvement initiatives and connect discrete initiatives to tangible outcomes
• Serve as a subject matter expert on partner experience best practices and industry trends.

Requirements

• 10+ years’ experience - background in merchant acquiring, customer / partner experience, change management, consulting, strongly preferred
• Previous experience in a Payments environment strongly preferred
• Experience in organizing, influencing, and directing multiple teams and departments.
• Strong leadership and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization
• Ability to draw insights from unorganized information and help drive process improvements accordingly
• Excellent communication skills, both written and verbal - ability to clearly articulate business issues and recommend / synthesize solutions
• Strategic thinker with the ability to translate business goals into actionable plans across many functions
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously
• Self-starter, motivated by achieving measuring and goals within the team setting. Strong desire to make the entire team successful
• Bachelor’s Degree in Business (or related field)
• Can lead people directly and indirectly
• 15-25% percent travel domestically

Education Requirements

• Bachelor’s Degree in Business (or related field)

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $153,180.00 - $257,360.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

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EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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