Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Senior Consultant, Service Experience for Client Services is responsible for the client service experience for new product launches and optimization of existing products within the Growth & Data the portfolio of products globally. Accountability spans across end-to-end service experience from pre-sales to full product activation, with the goal to standardize across the regions and optimize products within the Growth & Data Solutions offerings in alignment with Visa’s Integrated Service Experience Architecture.

Essential Functions

• Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients
• For new products and initiatives, incubate onboarding and implementations, create SLAs and implementations blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and global Client Care organization.
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency
• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success
• Become Growth & Data products subject matter expert in Client Services including knowledge of the processing requirements, APIs, implementation guides, client integration options, deployment, and post-production support
• Use technical expertise blended with business acumen to solve complex problems independently
• Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product
• Engage in the development and execution of Product KPIs, ensuring regional alignment
• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD.

Preferred Qualifications:

• 9 or more years of work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), or a minimum of 3 years of work experience with a PhD. Product/project management or product development in the payments industry is a plus
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists.
• Ability to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
• Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment
• Demonstrated understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Exhibit advanced planning, organizational and problem-solving skills
• Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs
• Functional Project management experience in a client facing role

Desired expertise areas (in one or more of below):

• Subject Matter Expertise in areas such as cryptocurrency transactions, blockchain technology, AI and digital assets to support new payment technologies
• Strong understanding of machine learning techniques, neural networks, and deep learning frameworks.
• Knowledge of industry standards and best practices related to AI and machine learning.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.