Senior Business Transformation Advisor

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.

Job Title

Senior Business Transformation Advisor

At Fiserv, we move money and information in a way that helps financial institutions, businesses, and communities deliver experiences aligned with the speed of life. In this role, you will support the Client Experience organization by leading process analysis, service delivery optimization, technology enablement, and vendor governance initiatives that improve operational performance and customer outcomes. You will partner across business, operations, technology, and Insights & Performance teams to turn data, workflow insights, and business priorities into scalable improvements.

What you’ll do:

• Lead business process analysis, process mapping, requirements gathering, root cause analysis, and solution design activities across Client Experience workflows.
• Identify opportunities to improve service delivery, increase operational efficiency, reduce risk, and enhance customer experience through scalable operating model improvements.
• Develop business requirements, implementation plans, testing support, and operational documentation for process, technology, and automation initiatives.
• Partner with business leaders, technology teams, and vendors to prioritize, implement, and monitor continuous improvement initiatives and service enhancements.
• Lead cross-functional projects, including project planning, timeline management, risk identification, workshop facilitation, status reporting, and benefits tracking.
• Analyze vendor performance, service level results, customer experience metrics, and operational trends to support governance reviews and action plans.
• Build business cases, presentations, and KPI-based recommendations using operational data, customer feedback, and performance insights.
• Responsibilities listed are not intended to be all-inclusive and may be modified as necessary.

Experience you’ll need to have:

• 10+ years of experience in business process analysis, workflow design, and operational improvement initiatives.
• 10+ years of experience in service delivery optimization, operating model design, and process standardization.
• 8+ years of experience in business requirements development, process documentation, and solution implementation planning.
• 8+ years of experience in cross-functional project delivery using Agile, Waterfall, or hybrid project methodologies.
• 8+ years of experience in data analysis, KPI reporting, and business case development using Excel, Power BI, or similar reporting tools.
• 6+ years of experience in vendor governance, service level analysis, and third-party performance management.
• 6+ years of experience in Lean, Six Sigma, automation, or continuous improvement frameworks.
• 6+ years of equivalent combination of educational background, related experience, and/or military experience.

Experience that would be great to have:

• Experience in financial services, payments, fintech, customer service, or contact center operations.
• Experience supporting technology implementations involving workflow tools, case management platforms, or digital process automation.
• Lean Six Sigma Green Belt, Lean Six Sigma Black Belt, CBAP, PMP, or Agile certification.
• Experience preparing leadership presentations and operating review materials for senior stakeholders.
• Experience aligning customer experience analytics with process improvement priorities.

How you’ll work:

• You will work an assigned schedule of 9-5.
• This role requires being on-call during non-standard and/or overnight hours on a rotational basis.
• This role requires flexibility to work overtime, including weekends and holidays.
• This role requires frequent moving and/or carrying of materials weighing up to 50 pounds.
• This role requires the ability to stand for a majority of the shift; safely lift and/or carry up to 50 pounds; lift above your shoulders; and climb, squat, kneel, twist, push, and bend frequently during each shift.

Travel:

• Approximately less than 10% travel off-site or to other office locations is expected.

Sponsorship:

Applicants must be legally authorized to work in Canada to be considered for this position. The company is not offering visa or work permit support. Only candidates who are Canadian citizens, permanent residents or who hold a valid open work permit will be considered for this role.

Benefits at Fiserv:

• Fuel Your Life wellness program with activities and rewards to support total well-being
• Paid statutory holidays, Recharge & Refuel vacation (years-of-service tiers), and a Paid Sick Time program
• No-cost, confidential support through the Employee Assistance Program (EAP) for you and household members
• Recognition through Living Proof, with points redeemable for merchandise and gift cards
• Eight Employee Resource Groups to build connection and inclusion
• RRSP with 100% company match up to 5%, a Non-Registered Savings Plan (NREG), and an Employee Stock Purchase Plan (ESPP)
• Comprehensive extended health care and vision benefits, plus dental coverage
• Company-paid Basic Life and AD&D, with optional life and AD&D coverage available
• Company-paid Short-Term Disability and Long-Term Disability income protection
• Emergency medical coverage for out-of-province/out-of-country travel via extended health benefits

Note: Benefits may vary based on province, role, and eligibility, and are governed by the applicable plan documents.

Salary Range:

$118,400.00-$148,000.00

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name

• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.