Sr. Service Experience Consultant

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to product and technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client-facing teams to deliver and scale new products, services and initiatives into the market. CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive suite of services, including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Consultant, Service Experience will focus on Visa Government Solutions (VGS) and B2B Travel for an individual contributor responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of these products. This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery. The Sr. Consultant provides technical expertise, project management and support to the Visa Government Solutions (VGS) and B2B Travel Client Service Delivery team 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 strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, migration plans and creating/coordinating the development of artifacts such as transition plans, implementation guides, training, client communications, FAQs, etc. This role is expected to be a specialist across the products coming into the regions, 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.

Essential Functions

• 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 transition, support and implementation requirements for product and services.
• 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).
• Oversee programs and action plans, aligning efforts of the Client Service Delivery organization with other key Visa stakeholders.
• Manage a suite of projects to deploy and enhance the support model, support capabilities, and client service.
• Provide go-to-market expertise and project management for global and regional VGS initiatives.
• Partner with Client Services, VGS, VCS, and Technology teams to support or lead programs that drive operational excellence and revenue growth.
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal.
• Bring the Voice of the Client to cross-functional teams.
• Influence prioritization and product roadmap.
• Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go-live.
• Facilitate release management from a client point of view.
• Develop 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.
• Drive prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs.
• Develop and manage a set of KPIs/metrics to track performance of the Client Service Delivery function.
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.

Qualifications

Basic Qualifications: 8 or more years of relevant work experience with a Bachelor’s 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’s 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.

• Hands-on experience with card payment networks or B2B payments.
• Familiarity with public sector or regulated environments preferred.
• Previous experience with implementations, client consulting, and client support.
• Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers.
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives.
• Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline.
• Six Sigma and/or PMP certification preferred.
• Demonstrated experience learning and working with complex, integrated platforms.
• Ability to comprehend and articulate complex technical concepts or processes into layman’s terms.
• Self-starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team.
• Experience managing data migration or integration projects.
• Experience working with financial data, and knowledge in secure communication protocols such as SFTP, FTP/S and HTTPS.
• Knowledge in application programming interfaces (APIs) gateways.
• Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment.
• Track record of building and maintaining strong business relationships with internal and external stakeholders.
• Strong understanding of Information Technology, Security, Compliance, and Service Management concepts.
• Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions.
• Experience building metrics and KPIs that measure operational performance.
• Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation.
• Strong oral and written communications.
• Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Experience with data analysis and tools such as Tableau.
• Demonstrated influencing and negotiation skills.

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

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.