Director, Product & Experience Design (PxD)

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

As part of the global value-added services organization, North America Product & Experience Design (PxD) is an innovation consulting team that helps Visa’s network clients accelerate their innovation agenda and transform their customer experience. This role is client facing.

The PxD team is looking for a talented individual to help scope and lead human centered design client engagements. The individual should be able to work collaboratively across design, research, and technology. The PxD team adopts a holistic approach to product design that begins with the customer and rapidly iterates solutions to deliver customer experiences that are simple, powerful, and exceptional. 

The team believes in curiosity, creative confidence, experimentation through making, continuous learning, respectful collaboration, inclusion, empathy, resiliency and fun! Lastly, the person should be a SWAN – someone who is smart, works hard, ambitious and nice!

RESPONSIBILITIES

• Lead client engagements end-to-end (from selling, scoping, research, client delivery and go-to-market)
• Take leadership of project, team, and client relationship.
• Lead and inspire large and diverse teams of 10-20 client and Visa staff during client co-creation sprints, providing clear vision, direction, and allocating roles based on skills, strengths and need.
• Provide guidance and oversight for junior team members assigned on project (e.g, Analyst and Manager) assigning specific tasks, defining timeline, and reviewing deliverables.
• Coordinate support and inputs required from Visa Sales team, senior team members and Visa SMEs.
• Coordinate with Strategy and Ops team logistics of client engagements (e.g., Venue, Agenda, etc.)
• Active facilitation of co-creation in person & virtual workshops.
• Lead immersions to gain user insights.
• Define, design, and execute qualitative research (e.g., format, scope, candidate, interview guides, survey content, etc.)
• Lead synthesis and summarizing of content for executive audiences.
• Use exceptional project management, facilitation and leadership skills to inspire the joint Visa and client, partner team to deliver their best.
• Work with clients and interdisciplinary teams of product, research and design in the development of new products, using a digital-first mindset and the contemporary product management techniques of digital native companies (e.g., human centered design, minimum viable product, rapid prototyping, etc. 
• Participate in the delivery of a range of projects that could vary based on user, problem or opportunity defined and, or globally.
• In partnership with design to determine what work should be done to explore, test, refine, and recommend a final solution and that brings a holistic approach to product design that begins with the customer and rapidly iterates solutions to deliver customer experiences that are simple, powerful, and exceptional.  Works with designers and design technologist to make things tangible/real versus theoretical.
• Demonstrate in-depth knowledge of Visa’s capabilities and has the ability to think holistically about the design of a new offering and the implications related to both the customer’s experience as well as the organization’s ability to implement and scale.   This includes working closely with our partners to develop strategies, timelines, and operational models that appropriately consider the organizational needs, aspirations, business realities.
• Articulate the possibility, viability and feasibility of recommendations.  This includes crafting the story of how the design recommendation fits into a company’s overall strategy, the underlying business model, and any implementation risks.
• Energize and improve the status quo using creativity and intelligent, calculated risks to deliver new products and processes that surpass clients’ expectations, demonstrating new methods, capabilities, and minds