Group Leader – Self Service & Omni-Channel Strategy
Group Leader - Self Service & Omni-Channel Strategy - Denver, CO (United States)
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. Motivated by our values: purpose driven, globally minded, and trustworthy & respectful
We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're 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
We will look to you to help deliver a great, low-effort customer experience and drive a reduction in customer contacts. This will happen by enhancing WU's 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. You will also be responsible for identifying and driving new self-service capabilities within those channels. The mandate of the role will be broad and will require collaboration with external partners, peers and internal teams to deliver and execute the strategy. You will be comfortable working with data/analytics and using it to make fact-based decisions or present outcomes and narratives to executives.
You will have 7 years of relevant experience in digital self-service, operations or technology and 10 years working in the Financial Services industry or a multi-national corporation. You will be bachelor's degree educated with experience in strategy consulting, product management, and/or digital channel management. You will have some exposure to Salesforce and/or omni-channel platforms (Twilio, etc). You will have a demonstrated understanding of customer experience with a strong ability to combine product knowledge, data and creativity to build solutions to business challenges. You must be comfortable working with and understanding data and using it to inform decisions and present outcomes; use it to tell a compelling story. Its preferred that you have been a part of a large digital self-service or omni-channel deployment and implementation. Join us, and let's 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. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.
We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
Inclusion and diversity are fundamental to our culture and success. Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status, or any other protected category.