Director, Service Experience

Company Description

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'll 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. Progress starts with you.

Job Description

Team Summary

The Client Services (CS) team 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. The CS Commercial and Money Movement solutions (CMS) team ensures the accountability of our product vision, delivering exceptional service to our clients on behalf of Visa. Within this team, the Service Experience team serves as the bridge between Product, Technology, and broader CS teams. They engage early in the design and development stages, providing crucial input and building out implementation and support requirements. By partnering cross-functionally, they identify and communicate platform and product roadmap impacts to the client-facing support teams, ensuring our clients' success.

What a Director, Service Experience does at Visa

As the Director, you will drive the deployment of Visa's cutting-edge products and capabilities across Issuers, Acquirers, Merchants, Corporates, and Payment Facilitators. The role holder has the unique and exciting opportunity of deploying a relatively new payment capability and an impact of driving future market growth for Visa. This pivotal role demands a blend of business acumen, functional expertise, leadership skills, and technical proficiency, offering you the opportunity to thrive and grow within the ever-evolving digital payments landscape.

Key Responsibilities

• Champion the end-to-end service experience in deploying new products and solutions with clients.
• Identifying key client services and client requirements to maximize the adoption of Visa products and ensure efficient, scalable servicing.
• Strategically develop and refine the product deployment model, emphasizing operational plans for clients.
• Design and enable delivery of a scalable, repeatable, and effective client service experience from deployment to support for new solutions, while anticipating and planning for deviations to intended experience.
• Create and lead the development of artifacts, training materials, and presentations for the Client Services team.
• Drive digital initiatives impacting clients from a business operations perspective.
• Leverage technical expertise and business acumen to address complex and unique challenges through extensive information gathering, analysis, and investigation.
• Continuously embrace and implement new methodologies to support business growth and enable scalability.
• Influence senior and executive decision-makers within both Client and Visa organizations through negotiation and consultative insights.
• Serve as a subject matter expert in Client Services for Service Experience.

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

Qualifications

What you will need

• Over 15 years of experience in product and project management, including a minimum of 5 years leading a substantial product or project management team in the payments industry.
• Bachelor's degree or equivalent. Graduate degree or MBA preferred.
• Demonstrated outstanding strategic ability to solve complex cross-functional issues exercising critical thinking and sound judgment.
• Working knowledge of Client business drivers for their operations and processing businesses, demonstrating detailed knowledge of the full breadth of systems, products and services offered by Visa.
• Strong communication skills, ability to communicate at all levels within the organization.
• Excellent problem-solving abilities, attention to detail, and interpersonal skills.
• Highly disciplined and organised approach to managing self and team to execute consistently and systematically on both immediate and long-term priorities.
• A strategic thinker who creates a clear vision and then breaks the objective into clear deliverables phases.
• Disciplined approach to risk management, identifies and analyses the risks when making decisions.
• Self-starter with demonstrated ability to take the initiative, and adapt in a fast changing, often ambiguous market context, requiring flexibility with multitasking and shifting priorities.

What will also help

• A preferred candidate would have a broad operational experience relating to card payment processing, B2B payment solutions (travel, virtual, expense management), and money movement solutions, in addition to being able to relate the operational needs of the client to their business drivers.
• The ideal candidate would lead by example, taking accountability to organise across the company to deliver at the highest standard.
• Working Knowledge of payments network, processing services, web-based technologies – message routing, APIs, clearing and settlement.
• Ability to communicate complex technical concepts clearly and concisely.
• Experience with process mapping, knowledge of workflow tools, Lean or Six Sigma experience, with the DMAIC (Define, Measure, Analyse, Improve and Control) framework.
• Demonstrated success in client relationship management.

Projects you will be a part of

This is an incredibly exciting time to join the Commercial and Money Movement solutions (CMS) team. You will thrive in a fast-paced, dynamic environment, contributing to the establishment of new product lines. By collaborating with other high-performing teams, you will work closely with Visa clients to deploy and operationalise innovative use cases.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, colour, 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.