Global Service Experience Analyst, Commercial and Money Movement (Client Services)

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

Client Services (CS) provides industry-leading operational support to Visa clients around the world.  CS works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the global service model for Visa Inc.  This includes day-to-day operations and product support, back-office and customer performance reporting.

Our deep expertise makes us a key partner to Product and Technology teams at Visa.  We bring the voice of our clients into the design, development and successful deployment of Visa products and services.

The Global Service Experience team for Commercial and Money Movement (CMS) in CS works in close collaboration and partnership with Product, Technology and other key stakeholders to design and deliver knowledge, processes, tools, and insights to the CS teams that support CMS clients through the adoption, rollout and ongoing performance of their Visa business.

Visa deploys and manages programmatic tools designed to reduce payments friction and promote the optimal functioning and global interoperability of Commercial and Money Movement Solutions (CMS) and the performance of the teams that support them.

The Global Service Experience analyst is accountable for leading or coordinating activities and communication across Global Service Experience and other CMS teams to drive the successful execution of the global portfolio of programs and activities under their responsibility.

Role Description:

These tools, processes or programs may be internal or client-facing in nature, and may include, but are not limited to:

• Visa business enhancements releases (BER)
• Digital Product releases
• Global Mandates
• Compliance programs
• Client monitoring or performance programs
• Internal business optimization initiatives
• Staff engagement or upskilling programs

Managing and monitoring the rollout and performance of these programs and initiatives is critical to ensure that they deliver against their expected outcomes or objectives.  The Global Service Experience team is tasked with actively supporting or driving some of these global programs or processes.

The Global Service Experience analyst is accountable for leading or coordinating activities and communication across Global Service Experience and other CMS teams to drive the successful completion of programs and initiatives under their responsibility.

Key Competencies and Responsibilities:

The Global Service Experience analyst is an individual contributor.

Key competencies essential to succeed in the role include:

• Cross functional communications and engagement:  Develop trust-based, constructive partnerships with CS, Product or technology teams that lead to optimal design and management of global programs
• Disseminate the status of and updates on global programs to stakeholders across CS and Visa
• Design Thinking:  Design or improve tools, methodologies or processes for executing or managing programs
• Research excellence:  Where required, identify appropriate data sources and KPIs to help measure program effectiveness
• Technical aptitude:  Apply strong proficiency of analytics tools or applications.  Understand key adoption and performance indicators for different CMS products
• Customer centricity: Manage programs under their purview with a strong consideration for the impact to clients and internal stakeholders

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:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Mast