Product Strategy Director - Banking & Client Experience

FIS; Jacksonville (TX); On-site; USD 187,000 - 318,000; Full time

Benefits offered by this job

Voice in fintech

Learning and development

Collaborative work environment

Competitive salary and benefits

Job summary

FIS is seeking a strategic leader to Own the Voice of the Customer for the Automated Finance portfolio. You will translate customer feedback into product requirements, drive market insights, and influence roadmap prioritization and commercialization across banking partners and internal teams.

Work spans Product Management, Product Marketing, Customer Success, Engineering, and Sales to ensure customer adoption and revenue growth.

Qualifications

• Experience leading customer-driven product strategy.
• Ability to translate feedback into actionable product requirements.
• Proven track record in driving adoption and retention.

Responsibilities

• Act as the primary Voice of the Customer across portfolios.
• Establish formal customer feedback programs and forums.
• Translate pain points into prioritized product requirements.
• Develop business cases for new capabilities and integrations.
• Provide visibility into customer feedback and market needs.
• Collaborate with partnerships to align messaging with revenue growth.
• Lead market feedback loops for positioning, pricing, and go-to-market.
• Drive customer adoption strategies and success metrics.
• Maintain executive relationships with key partners and customers.
• Monitor industry trends and identify opportunities for AI and analytics.

Skills

Voice of the Customer

Product strategy

Cross-functional collaboration

Education

Bachelor’s degree in business/finance/marketing/communications

Job description

We are FIS. Our technology powers the world’s economy and our teams bring innovation to life. We champion diversity to deliver the best products and solutions for our colleagues, clients and communities. If you’re ready to start learning, growing and making an impact with a career in fintech, we’d like to know: Are you FIS?

About the role:

You’ll have an exciting opportunity to serve as the Voice of the Customer for our Automated Finance portfolio, ensuring that customer needs, bank partner feedback, market dynamics, and competitive intelligence directly influence product strategy, roadmap prioritization, commercialization, and customer adoption. You’ll act as the critical bridge between Product Management, Product Marketing, Customer Success, Banking Partnerships, Engineering, Professional Services, and Sales, ensuring that customer feedback is translated into actionable product requirements while driving market awareness, product education, and adoption across the customer base.

What you’ll be doing:

Product Strategy & Customer Insight

• Act as the primary Voice of the Customer across BillerIQ, Agentic Insights, GetPaid, and the broader Treasury/ Capital Markets portfolios.
• Establish formal customer feedback programs including advisory boards, executive councils, user groups, customer interviews, QBRs, and partner forums.
• Translate customer pain points, implementation challenges, operational friction, and market opportunities into prioritized product requirements.
• Develop business cases for new capabilities, enhancements, integrations, and platform investments.
• Provide product teams with direct visibility into customer feedback, adoption trends, implementation challenges, and evolving market requirements.
• Work with partnership team to ensure messaging is aligned to revenue and transactional growth.

Product Marketing & Market Readiness

• Partner with Product Marketing to improve product awareness, positioning, messaging, and customer education.
• Develop customer-facing narratives that translate product investments into tangible business outcomes.
• Lead market feedback loops that validate positioning, messaging, pricing, packaging, and go-to-market strategies.
• Support creation of:
  • Sales enablement materials
  • Competitive battlecards
  • Customer success stories
  • Product launch communications
  • Banking partner enablement content
• Drive product visibility through advisory boards, user groups, conferences, webinars, and executive briefings.
• Critical stakeholder for banks and resellers inside the business – cross-functional leadership of partner manaers and CSMs.

Customer Adoption & Commercialization

• Own product adoption and client success strategies across the portfolio. These are deployed through the partnership and CSM team, but they strategy and content is led by the successful candidate
• Identify underutilized capabilities and work with Product and Marketing to increase feature adoption.
• Drive expansion opportunities through education, enablement, and value realization programs.
• Establish product health metrics, adoption dashboards, and customer maturity models.

Banking & Strategic Partner Leadership

• Maintain product centric, executive relationships with key banking partners and strategic customers.
• Lead partner advisory forums and strategic planning discussions.
• Serve as executive sponsor for critical client escalations and retention initiatives.
• Drive alignment between customer requirements and Automated Finance product strategy.

Innovation & Competitive Intelligence

• Monitor industry trends, competitive offerings, regulatory changes, and evolving customer needs.
• Provide market intelligence to Product and Executive Leadership teams.
• Identify emerging opportunities for AI, analytics, workflow automation, and platform expansion.
• Work with Product and Marketing teams to ensure Automated Finance products remain differentiated and competitive.

Executive Program Leadership

• Lead strategic initiatives requiring coordination across Product, Sales, Technology, Marketing, Support, and Operations.
• Support major transformational initiatives, customer migrations, and strategic partnerships.
• Drive executive communication and stakeholder alignment on strategic priorities.
• Coordinate customer communications related to significant business and product initiatives.

What you bring:

• Strategic product experience in capital markets, banking, and/or fintech with a proven track record of driving customer-led product strategy, increasing product adoption, and improving client retention
• Experience prioritizing investments based on customer demand, business value, and market opportunity
• Experience working with sales, customer success, and commercial teams to drive revenue retention and expansion

Strong understanding of SaaS, fintech, banking, payments, or capital markets business models and associated revenue drivers

Bachelor’s degree in business, finance, marketing, communications, or a related field, or equivalent experience

What we offer you:

A career at FIS is more than just a job. It’s the change to shape the future of fintech. At FIS, we offer you:

• A voice in the future of fintech
• Always-on learning and development
• Collaborative work environment
• Opportunities to give back
• Competitive salary and benefits

FIS is committed to providing its employees with an exciting career opportunity and competitive compensation. The pay range for this full-time position is $187,270.00 - $318,360.00 and reflects the minimum and maximum target for new hire salaries for this position based on the posted role, level, and location. Within the range, actual individual starting pay is determined by additional factors, including job-related skills, experience, and relevant education or training. Any changes in work location will also impact actual individual starting pay. Please consult with your recruiter about the specific salary range for your preferred location during the hiring process.

Privacy Statement

FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.

EEOC Statement

FIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available here

For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

Sourcing Model

Recruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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