Sr. Service Experience Consultant

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 Sr Consultant is 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 CS Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.
Global Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting. Within Client Services, the role of Service Experience is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Service Experience ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.
This Sr. Consultant role is an individual contributor role responsible for managing complex and strategic Visa initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch. 

Essential Functions
    Develop strong partnership with Global Product team in order to be recognized as a key contributor to their success
    Maintain a continuous path of global CS communication 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 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 SME for assigned Product/Service
    Serves as primary contact for the Client Service division’s multiple support groups for designated product.
    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 own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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