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, …