Deflection Specialist Jobs (NOW HIRING)

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 missioncritical 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?

The Customer Success Enablement Specialist, Retail Lending, in charge of Digital Customer Success, AI & Automation, owns the design and rollout of digital-first Customer Success motions across Finastra Lending. This role partners with CS Ops, Support, and Services to embed AI-driven health scoring, churn prediction, lifecycle automation, and in-product guidance into the customer experience.

This role is accountable for scaling Customer Success efficiently for high-volume, low-ACV segments while improving productivity and consistency across the entire CS organization.

Responsibilities & Deliverables:

Digital Customer Success Strategy & Scaled Motions

• Design and deploy one-to-many Customer Success programs including digital onboarding, lifecycle campaigns, and automated value messaging.
• Define segmentation and rules of engagement for high-touch vs digital-first coverage.
• Build digital playbooks for retail and long-tail customer segments.

AI, Health Scoring & Automation

• Partner with Operations and Data teams to implement AI-enabled customer health scoring, churn prediction, and renewal risk models.
• Define triggers for automated interventions (e.g., low usage, stalled onboarding, support spikes).
• Operationalize in-product guidance and contextual help to drive adoption and deflect support.

Tooling & Platform Enablement

• Own enablement for CS platforms, digital engagement tools, and analytics dashboards.
• Translate VP-level strategy into workflows, automations, and field-ready tooling.
• Drive adoption and ROI of digital CS investments through training and usage governance.

Measurement & Optimization

• Define success metrics for digital CS programs (activation rates, adoption lift, support deflection, GRR impact).
• Run test-and-learn experiments to improve lifecycle engagement effectiveness.
• Continuously optimize digital programs based on performance data and customer behavior.

Key Metrics of Success:

• Retail Lending and long-tail GRR improvement
• Digital onboarding activation rates
• Adoption lift driven by in-product guidance
• Support deflection rates
• CS productivity gains through automation
• ROI of digital CS programs

Required Experience & Qualifications:

• Proven Experience in Digital Customer Success, CS Operations, Lifecycle Marketing, or Growth Operations
• Hands-on experience implementing digital engagement programs, automation, and analytics
• Strong understanding of customer health modelling, usage telemetry, and churn drivers
• Experience partnering with Product/Engineering on in-product enablement
• Strong technical fluency and process design skills

Preferred Qualifications:

• Experience in fintech, lending, or regulated SaaS
• Familiarity with AI-driven analytics and CS platforms
• Experience scaling CS motions for high-volume customer segments

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,andinclusive 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.