Director, Service Experience

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Visa Global Service Experience team are the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure Client Services Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement and ongoing support process with a client lens. This person will specifically be focused on managing a team of Service Experience Managers ensuring the creation and execution of the deployment and ongoing support model for new products and services.  

This Director role is a management position responsible for aiding the team in designing and executing a global deployment playbook for multiple products and services, which includes:

• Maintain a continuous path of global CS communication (CCM, GCT, Regional Client Resolution and Client Success) to provide timely feedback to Product 

• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients 

• Engage in the development and execution of Product KPI’s ensuring regional alignment 

• Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product 

• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens 

• Develop and align on consistent framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.) 

• Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions 

• Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary 

• Support Client Services as an escalation contact for team’s assigned Products/Services 

• Steer Product toward leveraging existing client portal development to scale

• Continue to educate peers in Product on the value of CS and the correlation toward achieving overall product success   

• Address any technical or security related issues during implementation. Expand knowledge base with new APIs being added to the platform.   

• Serves as primary contact for the Client Service division’s multiple support groups for designated products on team 

• Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters. 

• Responsible for workflow assignments and maintain commitments toward taking initiative to resolve problems and meet deadlines

• Audit team’s Service Experience efforts to ensure the client lens is always driving design

Additionally, this role requires independent leadership responsibilities outside of managing a team, such as:

• Continuously communicates with others within and outside of the Service Experience to influence the needed direction regardless of position level

• Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy

• Elevate engagement to address poor product design which creates unreasonable operational debt

• Negotiate with product and technology to jointly overcome support concerns

• Work across business lines (VAS, NPF and CORE) to ensure awareness, ascertain feedback and jointly