Senior Manager, Customer Experience Strategy

Senior Manager, Customer Experience Strategy – New York, New York

We are looking for a customer–obsessed, strategic, self-starter who wants to help define the future of our digital experience.  

As the strategy lead, this role will be responsible for doing everything from working with the regional business leads to understand their priorities, to conducting data analysis to understand where the major opportunities lie, to working with the design team on how to design new features on our website and mobile app and everything in between.   

If digital product, business strategy, customer insights, financial services and customer experience are of interest to you, then you may be a great fit for the role. 

Role Responsibilities 

• Lead a cross functional team focused on improving our digital customer experience globally 

• Work with digital product and UX stakeholders to design a best-in-class digital experience 

• Rapidly test new experience improvements through A/B testing 

• Define the future state vision for Western Union’s digital experience, bringing together all aspects of our product into one consistent experience  

• Develop an analytics plan to understand the top customer pain points and opportunities to improve our digital experience 

• Align with regional business leaders on what will drive the greatest impact to their respective businesses 

• Lead a multi-functional team of global stakeholders, setting clear direction and demonstrating high levels of stakeholder management across senior members of the team.  

• Partner with other key stakeholders: Technology; Operations; Business; CRM/CX; Brand; Legal/Compliance  

Role Requirements 

• Bachelor’s degree in business administration, Marketing or related field 

• 3-5 years of experience working in digital product, marketing or a business strategy role 

• Have 3+ years of experience in working with international teams 

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 salary range is 116,498.63 – $165,000.00 per year, total on-target earnings include short-term and long-term incentives that 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
• Time off
• Medical, Dental and Life Insurance
• Student Loan Repayment Program
• Tuition Assistance Program
• Parental Leave

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

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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