Sr. Service Experience Consultant (Global Focus)

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

This Senior Consultant, Service Experience role is responsible for leading initiatives which support the service model design of the target state network model to support any-to-any money movement. Initiatives may include developing new client support models, enhancing the client onboarding process, global training initiatives.

This role is part of the Visa Direct Client Services – Strategy & Service Experience team and sits within the Commercial & Money Movement Solutions function within the wider Client Services organization and serves as a technical specialist and works independently with guidance only in the most complex situations. The role requires close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders.

New Payment Flows are a key strategic pillar of the Visa’s Commercial & Money Movement Solutions business with bold aspirations of achieving over 20% annual Net Revenue growth over the next five years and accounting for 15% of total company revenue.

Essential Functions

• Service & Operating Model design & development:
  • Act as the point of contact responsible for assessing the impact of change on the Commercial & Money Movement Solutions Client Service capabilities, operating model and the people, process and tools.
  • leveraging your subject matter expertise to provide input on all elements of how new products will be serviced and operated, while noting risks and existing gaps.
• New Builds:
  • Implementation Services: Work closely with client implementation establishing repeatable & measurable processes along the way. 
  • Ongoing Support Services: Work closely with functional team providing reactive and proactive support on new use cases and flows, establishing repeatable & measurable processes along the way. 
• Own changes within the Commercial & Money Movement Solutions Roadmap and regularly communicate to regional client-facing staff on the impact of new use cases, features, and initiatives to the service model. This needs to be executed within the guidelines of the Global Client Readiness Framework and best practices.
• Serve as an advisor to the Commercial & Money Movement Solutions CS organization, helping to identify gaps, bolster capabilities and deliver efficiencies.
• Embrace and implement new methodologies and optimize on an ongoing basis as the business scales within the organization.
• Be the consummate champion for the regions and develop a strong partnership with the Global Product and Technology teams. 

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:

• 8 or more years of relevant work experience with a bachelor’s degree or at least 5 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD) or 2 years of work experience with a PhD.

Preferred Qualifications:

• 9 or more years of relevant work experience with a bachelor’s degree or 7 or more relevant years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD) or 3 or more years of experience with a PhD. 
• Significant experience in a service design in financial services, payment card, or at a consultancy. 
• Must have good working knowledge of payments network, processing services, banking or money movement. 
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions. 
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving. 
• Demonst