Customer Experience & Insights - Sr 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 OnDemand Services and Automation organization is focused on the design, development, and delivery of OnDemand services that elevate the client experience, making engagement with Visa simple, intuitive, and rewarding.

The Senior Consultant, Customer Experience (CX) Design and Insights will be a CX specialist responsible for delivering end-to-end user experience for OnDemand solutions to drive consistency, usability, and customer centricity. S(he) will operate as an individual contributor to bring the customer voice into the business and deliver differentiated customer experiences. The Senior consultant will build in-depth understanding of client needs, pain points and jobs to be done by leveraging research findings, behavioral analytics, customer interaction data and insights. S(he) will drive aligned understanding of customer needs across cross-functional teams to ensure the CX vision, strategy and portfolio continually achieves greater customer satisfaction while accelerating Visa’s purpose to uplift everyone, everywhere. S(he) will develop customer experience requirements for new OnDemand solutions, and will partner with OnDemand Product Management, UX Design and Platform Delivery teams to bring new self-service experiences to life. We are looking for a CX specialist, with a proven track record in developing a digital-first client engagement strategy and delivering web/digital service experiences that entice, engage, and delight users. 

Key Responsibilities

• Customer Journey Mapping & Behavioral Analytics

  • Analyze the customer journey (e.g., Discovery, Onboarding, Implementation, Support, Optimization) by documenting, mapping, flowcharting and analyzing journeys

  •  Identify CX improvement opportunities along various touch points to drive value to clients and to Visa

  • Analyze digital data trails to better understand client interactions at key touch points in the customer journey

• Voice of Customer

  • Directly soliciting and gathering customer needs, pain points, challenges, and expectations about OnDemand solutions

  • Partner with Client-facing teams, e.g., Client Success, Sales, etc. to gather client feedback on platforms and applications to understand what they value and how their experience can be further improved

• Customer Experience and Customer Service Technology Trends

  • Research, explore, and understand the digital experience economy, including emerging customer experience and behavior trends

  • Keep abreast of emerging technologies and their application to Client Services to empower clients with self-service solutions

• CX Design and Product Development

  • Partner with Design team to refine visual design comps and prototypes

  • Assist in the creation of solution concepts, storyboards, wireframes, and concepts by articulating key themes and new digital-first experience concepts with a human centered approach

  • Distill CX requirements to inform development of new OnDemand solutions

• Go To Market Strategy

  • Assist in the development of communication and promotion plans of OnDemand solutions

  • In partnership with Product Marketing, identify target customer segments (and related personas) and develop value proposition, positioning and messaging as well as collateral materials for new OnDemand offerings

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications
• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) o