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- Tasks: Lead and scale a world-class Client Success function for Visa Direct money movement.
- Company: Join Visa, a global leader in payments and fintech innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be a transformative leader driving client success and operational excellence.
- Qualifications: 15+ years in payments or fintech with strong leadership and strategic skills.
- Other info: Dynamic role with global impact and a focus on continuous improvement.
The predicted salary is between 72000 - 108000 ÂŁ per year.
Visa is seeking a bold, transformative leader to build and scale a world-class Client Success function for our Visa Direct money movement business. This is not a maintenance role—it is a mandate to architect, build, and own the entire client experience (from initial solutioning through implementation, crisis management, and long‑term value creation).
You will lead, recruit and continually develop a global high‑performing team of Client Success Partners, instilling a culture of ownership, precision, and continuous improvement. You’ll work shoulder‑to‑shoulder with Sales, Product, Technology, Operations, Visa Client Services, and Control Functions to translate client needs into actionable, scalable solutions that drive growth and operational excellence.
What we expect of you, day to day:
- Evolve and Scale the Client Lifecycle: Guide strategy to enhance onboarding, implementation, and support frameworks, creating a globally consistent, highly scalable model ready for exponential growth.
- Champion Growth and Development: Provide mentorship and coaching, champion career development paths, and ensure the team has the resources to excel.
- Accelerate Operational Uplift Strategy: Lead investments in automation, AI, and data analytics to unlock efficiency, remove friction, and empower proactive, high‑impact client engagement.
- Deepen Data‑Driven Culture: Advance analytics capabilities to empower every team member with insights that drive proactive decisions and demonstrate measurable value to clients and the business.
- Own Key Success Metrics: Build a data‑driven approach to improve customer retention, satisfaction (NPS/CSAT), and lifetime value.
- Drive Productivity: Massively increase productivity through AI and process excellence.
- Lead Incident Response and Escalations: Serve as the senior point of contact for critical client situations.
- Collaborate with Sales and Solutioning: Understand client requirements and design solutions aligned with Visa’s capabilities and strategic objectives.
- Engage in Client Presentations: Participate in RFP responses and solution workshops to ensure alignment and set clear expectations.
- Provide Strategic Feedback: Share client insights and trends with Product and Technology teams.
- Oversee Client Onboarding: Ensure seamless transitions from sales to delivery for new clients and products.
- Develop Scalable Frameworks: Create implementation models that support rapid client growth and consistent delivery.
- Monitor Client Health: Proactively address risks to adoption, satisfaction, and retention.
- Partner for Service Excellence: Collaborate with Visa Client Services to define and drive standards for implementation and servicing maturity.
- Lead Global Support: Ensure high‑quality, 24/7/365 service delivery across all regions.
- Establish Escalation Protocols: Maintain robust incident management processes to minimize client impact and ensure timely resolution.
- Analyze and Improve: Identify incident trends and root causes to drive systemic improvements and preventive measures.
Data‑Driven Insights & Continuous Improvement:
- Leverage Analytics: Monitor client performance and satisfaction, identify trends, and drive operational improvements.
- Implement Feedback Loops: Use client and internal feedback to inform process enhancements and product development.
- Adopt Automation and AI: Drive adoption of tools that improve client outcomes and operational efficiency.
Leadership & Stakeholder Engagement:
- Build and Inspire Teams: Lead a high‑performing global team, fostering a culture of innovation, accountability, and continuous learning.
- Set Development Goals: Lead by example, holding leaders accountable for team development and diversity.
- Drive Execution Culture: Promote operational excellence and a client‑first service mindset.
- Engage Stakeholders: Align with functional leaders and clients on standards, requirements, and strategic initiatives.
- Report Impact: Prepare and present client success metrics, insights, and recommendations to senior leadership and the Board.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
Strategic & Operational Leadership:
- 15+ years of progressive experience in payments, fintech, or a related technology sector, with a track record of strategic planning and hands‑on execution.
- Global Problem Solving: Demonstrated ability to solve complex challenges with critical thinking, sound judgment, and personal ownership.
- Financial and Technical Acumen: Strong analytical and decision‑making skills with fluency in financial and technology domains.
- Operational Excellence: Proven ability to identify broken processes, uncover root causes, and implement scalable, automated solutions (e.g., Six Sigma, automation/AI).
- Expertise: Deep expertise with CRM, Client Success, and Incident Management systems.
- Executive Communication: Superior communication skills to command a room, simplify complexity, and present strategic insights to any audience.
Hands‑On People & Organizational Leadership:
- Experience leading leaders and managing global teams with a “player‑coach” mentality.
- Skilled at developing talent while setting a high bar for performance.
- Ability to align with partners in Product, Sales, and Technology through functional depth and credibility.
- Willingness to travel globally (up to 20%) and lead across time zones, acting as the key decision‑maker during critical events.
Senior Director, Client Success employer: Visa Inc.
Contact Detail:
Visa Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Director, Client Success
✨Tip Number 1
Network like a pro! Reach out to connections in the industry, especially those at Visa or similar companies. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching Visa's culture and values. Tailor your responses to show how your experience aligns with their mission. We want to see you shine!
✨Tip Number 3
Practice your pitch! Be ready to explain how you can architect and scale client success functions. Highlight your hands-on leadership style and problem-solving skills to impress the hiring team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Senior Director, Client Success
Some tips for your application 🫡
Show Your Leadership Style: When writing your application, make sure to highlight your leadership style and how you've built high-performing teams in the past. We want to see how you inspire and develop others, so share specific examples that showcase your hands-on approach.
Be Data-Driven: Since this role is all about metrics and analytics, don’t shy away from including data in your application. Talk about how you've used data to drive decisions and improve client satisfaction. We love a good story backed by numbers!
Tailor Your Experience: Make sure to tailor your application to reflect the specific skills and experiences mentioned in the job description. We’re looking for someone who can architect and scale client success, so connect your past roles to these responsibilities.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Visa Inc.
✨Know the Client Success Landscape
Before your interview, dive deep into the world of Client Success, especially in the payments and fintech sectors. Understand the key metrics like NPS/CSAT and how they relate to client retention and satisfaction. This knowledge will help you speak confidently about how you can drive these metrics at Visa.
✨Showcase Your Leadership Style
Prepare to discuss your leadership approach, particularly how you build and inspire high-performing teams. Think of specific examples where you've mentored team members or led a successful project. Highlight your 'player-coach' mentality and how it has fostered a culture of accountability and continuous improvement.
✨Demonstrate Problem-Solving Skills
Be ready to share instances where you've tackled complex challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Emphasise your ability to uncover root causes and implement scalable solutions, showcasing your analytical skills and operational excellence.
✨Align with Visa's Vision
Research Visa’s strategic objectives and be prepared to discuss how your experience aligns with their goals. Think about how you can contribute to evolving the client lifecycle and driving operational uplift through automation and AI. Showing that you understand and can contribute to their vision will set you apart.
