Merchant Experience Lead

Merchant Experience Lead / Director of Merchant Experience

Shift4 is seeking a seasoned Customer Experience leader to become a vital part of our team. Our Merchant Experience team plays a pivotal role in sculpting and delivering top-notch experiences, advancing our mission to become the most adored and effortless company to engage with in our industry. We are looking for an experienced product leader to steer our merchant experience design and deliver efforts,  ensuring the delivery of unparalleled customer journeys. Reporting directly to the Chief Product Officer, this role involves close collaboration with UX Designers, Product Managers, Product Marketing Managers, and Learning & Development leaders.

This role is a hybrid position based at any of the following Shift4 locations: Tampa, FL (preferred), or Center Valley, PA. Relocation assistance may be provided. 

Responsibilities

• Merchant Experience Strategy: Contribute to crafting and executing a comprehensive merchant experience strategy in alignment with our organizational objectives and values. Define clear goals and priorities for merchant experience initiatives, taking charge of delivering exceptional experiences across all merchant touchpoints.
• Merchant Journey Mapping: Spearhead the development of merchant journey maps and personas to identify crucial touchpoints and moments of significance in the merchant experience. Utilize insights to refine and optimize merchant journeys, ensuring a seamless and unified experience across all channels and interactions.
• Merchant Engagement: Collaborate closely with Marketing and Learning & Development teams to enable targeted and personalized communication and outreach initiatives. Develop omni-channel engagement strategies encompassing email marketing, social media, and in-app communications, fostering deeper merchant relationships and driving understanding and adoption of product features.
• Data-Driven Insights: Harness the power of data and analytics to gain insights into merchant behavior, preferences, and sentiment. Utilize merchant feedback, satisfaction scores, and other pertinent metrics to pinpoint areas for enhancement and optimization, steering data-driven decision-making across the organization.
• Cross-Functional Collaboration: Foster close collaboration with cross-functional teams, including product, marketing, operations, and commercial, to ensure alignment and consistency in delivering a seamless and integrated merchant experience. Champion the "voice of the customer" and spearhead cross-functional initiatives aimed at addressing merchant needs and pain points.
• Leadership and Team Development: Lead by example, championing and inspiring adoption and engagement with the merchant experience throughout the organization. Cultivate a culture of collaboration, innovation, and continuous improvement to deliver best-in-class experiences.

Qualifications:

• Leadership Experience: Minimum of 6 years of leadership experience in customer experience and engagement roles, with a proven track record of driving customer-centric transformation and achieving measurable business results. Experience in the payments industry is a plus.
• Customer Insights: Deep understanding of customer behavior, insights, and trends, coupled with demonstrated experience in leveraging data and analytics to steer customer-centric decision-making.
• Technical Proficiency: Strong technical acumen, including expertise in customer experience technologies, platforms, and tools.
• Communication Skills: Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and influence stakeholders at all levels of the organization.
• Strategic Mindset: Strategic thinker with a results-oriented mindset and a passion for innovation and continuous improvement.
• Cross-Functional Collaboration: Experience working in fast-paced, dynamic environments and leading cross-functional teams to achieve shared goals and objectives.