Customer Service Flow Application Director

Who are we?

At Finastra, we're a global leader in financial services software, dedicated to expanding access to financial services and shaping what's next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world's top 50 banks, in more than 110 countries.

What will you contribute?

As part of Finastra's centralized AI Organization, the Customer Service Flow Application Director will drive AI-driven customer support for Finastra's core product suite, allowing customers to gain access to an intelligent, conversational support experience that delivers immediate, accurate answers and streamlines the path to resolution when further assistance is needed.

Responsibilities & Deliverables:

Your deliverables as the Customer Service Flow Application Director will include, but are not limited to:

• Lead the delivery of customer support AI products, e.g. chatbots, troubleshooting, and automated ticketing solutions.

• Ensure product reliability and customer satisfaction.

• Collaborate with sales teams, support teams, and product teams to optimize solutions.

• Partner with customers to understand requirements, gather feedback, and drive product adoption.

• Establish metrics and KPIs to measure customer satisfaction, support efficiency, and business impact.

• Ensure customer service applications are scalable, reliable, and meet enterprise SLAs.

• Monitor competitive landscape and industry trends to inform product strategy and differentiation.

Required Skills & Experience:

• Proven experience in managing customer-facing AI applications.

• Strong understanding of customer support processes and technologies.

• Skills in stakeholder engagement and change management.

• Experience with chatbot platforms and automation tools.

• Leadership in multi-disciplinary teams.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits*
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.