Careers

Group Leader Self Service & Omni-Channel Strategy

  • Western Union
  • 1625 Broadway Suite 2600, Denver, CO 80202, USA
  • Nov 09, 2020
[Financial Services - Banking/Investment/Finance] [Financial Services - Banking/Investment/Finance]

Job Description

Are you an innovative leader who is passionate about using technology to service customers and drive great experiences? How about offering up your skills in a global business that is committed to moving money for better? Join Western Union as a Group Leader Self Service & Omni-Channel Strategy. Denver, CO/USA

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

Were a FinTech thats using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. Were a team of over 10,000 people spanning 200 countries and territories. We believe that when money moves, better things happen.

Relentless pursuit of better Well be looking to you to help deliver a great, low-effort customer experience and drive a reduction in customer contacts.

  • This will happen by enhancing Western Union self-service capabilities and delivering those capabilities via a connected, omni-channel communications platform.
  • You will own all existing service channels (IVR, web, email, chat, social media) and will drive the implementation of a new omni-channel platform to connect and expand these channels.
  • Responsible for identifying and driving new self-service capabilities within those channels.

Your responsibilities will include transforming the way we interact and service our customers and is seeking a leader to redefine and scale our self-service and omni-channel capabilities. The focus of this role will be to deliver a great, low-effort customer experience and ultimately reducing customer contacts. This will happen by enhancing Western Union self-service capabilities and delivering those capabilities via a connected, omni-channel communications platform.

This individual will own all existing service channels (IVR, web, email, chat, social media) and will drive the implementation of a new omni-channel platform to connect and expand these channels. The role will also be responsible for identifying and driving new self-service capabilities within those channels. The expectation of the role will be broad and will require collaboration with external partners, peers, and internal teams to deliver and execute the strategy. A compelling candidate will be comfortable working with data/analytics and using it to make fact-based decisions or present outcomes and narratives to executives.

For such a pivotal role, youll ideally have

  • 7+ years of relevant experience in digital self-service, operations, or technology
  • 10+ years working in the Financial Services industry or a multi-national corporation
  • Previous experience in strategy consulting, product management, and/or digital channel management
  • Familiarity with Salesforce and/or omni-channel platforms (Twilio, etc.)
  • Demonstrated understanding of customer experience with a strong ability to combine product knowledge, data, and creativity to build solutions to business challenges.
  • Preferred that you have been a part of a large or enterprise digital self-service or omni-channel deployment and implementation.
  • History of experience with program or project management a plus
  • Must be comfortable working with and understanding data. Ability to use data to inform decisions and present outcomes; use it to tell a compelling story
  • Proven ability to manage multiple, competing priorities and deadlines in a fast-paced and ever-changing environment
  • Bachelors degree perfered

Join us, and lets move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. Its an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If youre ready to unleash your potential to help drive change through bottom-up innovation, apply now.

Were a company on the move, and we want our people to grow and develop. Youll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams, while reflecting the communities we serve. We do not discriminate on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status.


Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task