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.

WHAT YOU WILL DO:

• Work with design and engineering to create experiences that streamline and simplify how merchants get support when and where they need help, including:
• Generative-AI chatbot - Starting with traditional customer support use cases and expanding to merchant / product specific use cases as time progresses. You have a deep understanding of gen-AI and how to report and communicate the positive impact the chatbot is having on the business.
• Help Center - Building and managing how help content is organized and displayed to merchants. You understand open search platforms and how to integrate and monitor to optimize search results with an overarching goal of reducing the need for merchants to contact our call center.
• Web Chat - Expanding our merchant facing web chat strategy from a web based strategy to mobile, expanding to WhatsApp and other chat clients based on region and helping formulate a plan to enable web chat on Clover hardware
• Ticketing Platform - Expanding the reach of our ticketing platform to help drive down the need for merchants to call our contact centers
• Search Strategy & Execution - Define and drive the product roadmap for our merchant-facing search capabilities, ensuring intuitive and effective access to critical setup information for Clover and their personalized configurations. This includes optimizing search algorithms, information architecture, and user interface to maximize discoverability and reduce support inquiries
• Embedded Solutions - Drive the strategic vision, architecture, and delivery of seamlessly integrated support solutions within key merchant workflows and the Clover platform. You will proactively identify opportunities to embed intuitive tools, contextual help, and self-service capabilities that simplify complex processes, reduce friction, and enhance the overall merchant experience, ultimately driving product adoption and satisfaction.
• Product Lead Growth - Expanding the focus of our support platform from call diversion to revenue generating by incorporating product lead growth strategies into open search, web chat and ticketing platforms

FUNCTIONAL RESPONSIBILITIES

• Drive products through the full software development life cycle:
• Coordinate with user research team, data team, and other stakeholders to identify problems and validate assumptions based on quantitative and qualitative data
• Define user requirements and metrics for success
• Communicate requirements with design, engineering and product ops
• Review and prioritize backlog
• Attend sprint planning and communicate requirements with engineering & QE
• Write release notes and collaborate with content team to create help content
• Coordinate releases with release management team
• Analyze user feedback and data to optimize the user experience
• Assist in building business cases (including opportunity sizing and financial analysis) to define, evaluate and prioritize competing opportunities to inform Clover’s roadmap
• Communicate rationale, prioritization and development status with product, engineering and other cross-functional stakeholders
• Evangelize Clover’s values and products across the team, Fiserv, and sales channels
• Be part of an agile cross-functional product, engineering and QA team to create a best-in-class products and product experiences