Director, Global 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

JOB DESCRIPTION

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. CS 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. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development, and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products like Visa Direct in the market. 

Visa Direct CS Mission: Visa Direct is a payment service that facilitates fund transfers/disbursements to cards, wallets, and accounts around the world using push payment technology.  Through close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders, we ensure the delivery of the essential knowledge, processes, tools, and insights that support our clients with the adoption and ongoing success of their Visa Direct business. 

The role of the Global Visa Direct Service Experience Director is to act as the liaison between Product, Technology, and regional Client Services (CS) teams. This role engages early in the product development process to provide input in the design and development stage, to define implementation and support requirements, and to successfully communicate with and educate our internal stakeholders who deploy Visa’s products and initiatives to our clients. The Service Experience team collects feedback from stakeholders as well as clients to ensure continued improvement to processes and products. 

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify creative solutions. This role serves as a technical and functional specialist and works independently with mentorship only in the most complex situations.

Essential Functions:

• Provide insight and input to the Product team within cross-functional Visa organizations including changes to current products, implementations of new products, and bi-annual business release technical letters.
• Identify and prioritize key product needs, dependencies with regions, define success measures, and track status with the Product team.
• Engage with the Product team to provide input to design, development, implementation, client engagement and support process with regional feedback and alignment.
• Identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps. 
• Engage regularly with regional peers to share details of the Product pipeline, and define processes and artifacts applicable to all regions and gather feedback to modify the approach with regional nuances.
• Develop necessary documentation to educate stakeholders and to ensure they have the needed artifacts to execute the strategy with clients.
• Implement methodologies for analyzing changes, identifying impacts, communicating potential impacts to Client Services staff including populating internal knowledge bases. 
• Drive global KPI’s, product strategy, and goals with regional consistency.

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