Senior Service Experience Consultant

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you will have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

The Sr. Consultant, Service Experience provides technical expertise, project management, support to and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications. Additionally, this role will partner with Product teams to shape go-to-market service strategies and processes and ensure the needs of the Client Service organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, and creating/coordinating the development of artifacts such as implementation guides, training, client communications, FAQs, etc.

This role is expected to be a specialist across all Visa Direct products working across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations. This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.

Responsibilities Include:

• Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigated.
• Liaise with Product and Technology teams to identify support and implementation requirements for Visa Direct Solutions.
• As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality.
• Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities.
• Provide consulting and technical expertise to structure an effective implementation approach.
• Perform impact assessments to ensure overall effectiveness of the support organization.
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management).
• Oversees programs and action plans, aligning efforts of the Client Service organization with other key Visa stakeholders.
• Manages a suite of projects to deploy and enhance the support model, support capabilities, and client service.
• Provide consulting related to service delivery and support of clients/markets to internal stakeholders. Brings the Voice of the Client to cross-functional teams. Influences prioritization and product roadmap.
• Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go-live. Facilitates release management from a client point of view.
• Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties.
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests.
• Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs.
• Develops and manages a set of KPIs/metrics to track performance of the Client Service function.
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.

This is a hybrid position. Expectation of days in the 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 relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD.

Must have strong working knowledge of remittance, money-movement business, payment networks gained through working with Banks, Fintech, Acquirers or Merchants. Must have strong technical aptitude with the ability to absorb technical information and apply to business solutions. Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving. Strong analytical skills with the ability to extract and synthesize data into actionable insights. Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.