VP, Agent & Customer Experience Technologies

Vice President Agent & Customer Experience Technologies- Denver, CO

Are you an innovative and operationally focused technology leader who consistently drives the business forward through creative thought leadership? Are you naturally curious and inquisitive? We are looking for a transformational thought leader looking to make a real impact on the business. Join us and lead this global function and help Western Union transform the lives of our customers all over the globe.

Western Union powers your pursuit.

This high leverage, high impact opportunity will be responsible for the strategy and enablement of the technologies that deliver the Agent and Customer experience lifecycle. This person will play a thought leadership, advisory, facilitative, and implementation oversight role for all customer and agent experience technologies. The person in this role will be responsible for baselining the existing customer and agent experience and then developing a technology strategy capable of improving those experiences with corresponding metrics to measure the improvements over time. This strategy will be required to align and support strategies within marketing, sales, and operations teams as well as corresponding and dependent technology service teams. The leader will span the gap of building and presenting strategy and business case proposals to the CEO, CMO, COO, CIO, and CTO; and dig into technology architecture design and technology delivery performance across the organization.

Direct span of control includes agent onboarding, agent management and agent support systems, as well as systems that support the sales and operational functions that support agent interactions. For customers this includes technologies that support acquisition (AdTech/MarTech), loyalty and retention, and customer care support; as well as customer support tools that support sales and operations functions. This person will be required to lead through influence for technologies outside of their direct remit including channel services, transaction experience, and contact management. The experience of agents, senders, and receivers is a top priority to differentiate Western Union from global competitors and support earning lifetime customers across our entire product ecosystem.

The leader will also need to perform expected executive leader responsibilities including budget design and management including achieving aggressive budget targets, organizational development, talent mapping, growth and mentoring of managers and leaders, roadmap planning and forecasting, critical project oversight, and regular business review reporting.

Role Responsibilities

• Develop and own the execution and measurement of the technology strategy to improve the agent and customer experience.
• Deliver cost savings and improve resiliency simplifying the technology landscape associated to customer and agent experience.
• Repatriate the organization and balance the insource to outsource ratio at pace.
• Perform executive leader responsibilities for budget, talent mapping, KPI reporting, mentoring and guiding leadership in the organization.
• Managing internal customer stakeholder relationships to appropriately align the organizations goals and strategy to the companies OKRs.

Role Requirements

• 15+ years of experience in technology industry with specific background in Architecture, Software Engineering, Production Application Management, Budget Management, Organizational leadership
• Extensive experience in complex global companies, preference for financial services industry
• Bachelor’s degree in business or finance, or Information Technology
• Excellent written and verbal communication skills
• Ability to influence effectively at various levels.
• 10+ years of management or leadership experience.
• Deep understanding of all aspects of a technology organization, technology operating models, and product and software development lifecycles

Soft Skills:

• Ability to influence with or without authority.
• Easily bridges teams, building collaboration and seamless touch points.
• 10+ years of building and leveraging cross-functional relationships requiring executive presence.
• Demonstrated accomplishment with transformation, simplification, and operating efficiencies.
• High attention to detail with an astute ability to create an actionable summary.
• Crisp ability to surface critical path – known as a problem solver.
• Strategic Agility.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Salary

The base salary range is $250,000 – $300,000 USD per year. An annual bonus and stock incentives align with individual and company performance. Actual salaries will vary based on candidates’ qualifications, skills, and competencies.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few (https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your United States – specific benefits include:

• Family First Program
• Flexible Time off
• Medical, Dental and Life Insurance
• Tuition Assistance Program
• Parental Leave

We are passionate about 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 based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

03-19-2024

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.