Director, Service Experience

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Client Services team provides industry-leading operational support to Visa’s clients around the world. 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, services and initiatives into the market.

Within Client Services, the role of the Service Experience team is to take ownership of a product team’s vision and deliver with excellence for our clients on behalf of Visa. This team acts as the liaison between Product, Technology and Client Services to engage early and provide input during the design and development stages, including building out implementation and support requirements, and partnering cross-functionally to identify and communicate platform and product roadmap impacts to the client facing support teams to enable our clients’ success.

What a Director, Service Experience does at Visa:

This Director role will focus on a mix of digital platform products including Visa Token Service (VTS). The role holder has the unique and exciting opportunity to engage with Global Product and Regional Client Services to lead global readiness efforts to deploy new products and enhancements to existing services.  This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments ecosystem. This is a senior individual contributor role reporting into Senior Director, New Service Experience: VAS & Consumer Payments, Global Client Services.

Essential Functions

• Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency
• Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle
• Lead and engage with Product to influence design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success
• Become Consumer Payments and Value-added Services products (focus on Visa Token Service) subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
• Engage in the development and execution of Product KPIs, ensuring regional alignment
• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product
• Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, API field data, and leveraging Visa tools.
• Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision
• Additionally, this role requires independent leadership responsibilities such as:
  • Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level
  • Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy
  • Work across business lines to ensure