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 Title
Manager, Client Strategy & Insights AdvisorAbout your role:
The Customer Strategy & Insights leader serves as the strategic engine of the Client Experience & Operations organization. This role integrates customer insights, performance analytics, pricing communications, and sales enablement to drive stronger decision‑making, improve client outcomes, and support commercial growth.
This position partners closely with Product, Pricing, Sales, Risk, Finance, Operations, and Client Success to translate data into strategy—and strategy into scalable programs that improve activation, retention, profitability, and overall client experience across the Canadian GBS business.
What you’ll do:
- Lead the Voice-of-Customer (VoC) program, including NPS, CSAT, CES, merchant interviews, surveys and closed‑loop feedback to surface churn risks and product friction.
- Analyze customer behavior, product adoption, churn drivers and portfolio trends; develop statistical models and root‑cause analyses that inform retention and growth programs.
- Build and maintain dashboards, executive business reviews, and self‑service reporting that provide merchant health signals and time‑to‑value metrics.
- Map end‑to‑end customer journeys, identify friction, and partner with Operations and Technology to prioritize process and feature changes.
- Develop segmentation and targeting models for enterprise, mid‑market and SMB merchants to tailor onboarding, pricing communications and enablement.
- Create sales and client‑facing enablement: playbooks, pricing communication templates, onboarding guides and training materials for Sales, Onboarding and Client Success.
- Present concise, data‑driven recommendations to senior leadership and lead cross‑functional insight forums to align on strategic priorities.
- Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.
Experience you’ll need to have:
- 5+ years of experience designing lead Voice-of-Customer (VoC) programs, including NPS/CSAT measurement, qualitative research, and closed-loop feedback processes.
- 5+ years of experience in statistical analysis, segmentation, churn modeling, and experimentation methodologies.
- 6+ years of experience working with data management, querying, and analytics environments to support reporting, modeling, and insight generation.
- 6+ years of experience in building dashboards, performance scorecards, and executive-ready reporting that translates data into business insights.
- 5+ years of experience journey mapping, journey analytics, and evaluating product experience friction points across digital and operational touchpoints.
- 6+ years of combined education and hands-on experience in analytics, customer strategy, research, or related fields.
Experience that would be great to have:
- Experience working in payments, merchant acquiring, SaaS or financial services analytics.
- Experience developing or supporting communications related to pricing, fees, or commercial policy changes for client-facing teams.
- Experience of experimentation frameworks and A/B testing methodologies, including designing tests, interpreting results, and informing product or commercial decisions.
How you’ll work:
- This role is on-site Monday through Friday. Fiserv considers in-person collaboration to be an essential part of this role as in-person office experiences help you with your overall onboarding experience and leads to stronger productivity.
- This role requires the use of a computer and audio equipment.
Sponsorship:
- Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.
Benefits at Fiserv:
- Fuel Your Life wellness program with activities and rewards to support total well-being
- Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
- No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
- Recognition through Living Proof, with points redeemable for merchandise and gift cards
- Eight Employee Resource Groups to build connection and inclusion
- RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
- Comprehensive extended health care and vision benefits, plus dental coverage
- Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
- Company-paid Short-Term Disability and Long-Term Disability income protection
- Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits
Salary Range:
$118,400.00-$148,000.00Thank you for considering employment with Fiserv. Please:
Apply using your legal name
Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.
Note to agencies:
Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.
Warning about fake job posts:
Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.
