Director, Digital Client Success

Company Description

As the world’s leader in digital payments technology, Visa’s mission is to connect the world through the most creative, reliable, and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s dedication to innovation drives the rapid growth of connected commerce on any device and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network, and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You’re an Individual. We’re the team for you. Together, let’s transform the way the world pays

Job Description

Key Responsibilities

• Work closely with partners across Client Services, Sales, and Product to define the Client Success (CS) Platform’s vision and ensure it aligns with user needs and business priorities.
• Develop the CS platform strategy, roadmap and oversee implementation of key modules, e.g. client success planning, etc.
• Benchmark build-for-purpose Client Success tools and distill best-in-class capabilities to inform design and development efforts
• Develop and communicate strategy and value story of Visa’s Client Success Platform to internal stakeholders and senior leaders, and build support for execution
• Collaborate with CSM leaders to define must-have feature set and align on prioritization
• Manage the Client Success platform’s roadmap including backlog of features and capabilities
• Partner with Technology teams to define technical flows and specs, evaluate architectural choices, etc. and execute the technology build
• Analyze platform performance from a user perspective, identifying areas for improvement or expanded capabilities

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.

Qualifications

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of proven experience in Digital Customer Success or similar role focusing on digital transformation and client enablement, preferably in the Banking, Payments or FinTech industries
• Demonstrated experience in tool evaluations/integrations with the latest technologies to drive high impact using data, AI and various digital signals to drive successful client outcomes and maximize value realization from Visa services
• Passion for delivering exceptional customer experiences and driving customer success initiatives
• Domain specific knowledge of product management, client facing portals/applications and a track record of delightful and simple digital first and self-service capabilities
• Strong product intuition, with ability to understand user needs and market trends, envision future enhancements, and translate product strategy into an actionable roadmap
• Superior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across matrixed organization (client Services, Product, Sales)
• Ability to think precisely by being specific and thorough in defining product features, UX flows, epics and user stories
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
• Comfortable working in an Agile environment, and with cross-functional and regionally distributed teams
• Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environment
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