Senior 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

This Senior Director role is a management position responsible for leading a team, and in partnership with Risk and Identity Solutions, leading the design, enablement and continuous improvement (end-to-end) service experience for products across the GARP business. This includes

Strategic Leadership & Service Design

• Lead the overall service experience for network, authentication, and identity products, from implementation through ongoing support, incident management, and off boarding, across all regions and client segments.
• Develop and execute service models that support rapid product delivery, scalable operational efficiency, and measurable client impact, embedding GenAI and modern tools to drive transformation.
• Collaborate with Product, Technology, and Client Services to ensure service models are client-centric, secure, and aligned with Visa’s Living Strategy for Risk & Identity Solutions.

Operational Excellence & Delivery

• Deliver on financial targets and support long-term growth in line with Visa strategic objectives, including revenue acceleration, cost management, and M&A integration for network and identity solutions.
• Lead the development of necessary documentation, training, tracking to ensure global alignment of service models with regional differentiation. 
• Streamline processes (eg. incident management and root cause analysis), across teams to ensure accountability and drive closed-loop follow-up with product.

Innovation & Product Enablement

• Embed GenAI and advanced analytics into service processes to unlock productivity gains, smarter sales enablement, and improved user experience.
• Partner with Product to define and track KPIs for all new launches, ensuring quantifiable ROI and rapid client implementation.
• Support the commercialization and launch of cybersecurity and identity products, including integration of new capabilities and expansion of client training programs.

​​​​​​​Stakeholder Engagement & Go-to-Market

• Build and maintain strong relationships with internal and external stakeholders, including regional teams, partners, and clients.
• Enable delivery of RaIS strategy through strategic partnerships and channel go-to-market pilots.
• Develop consistent framework for global Client Services resourcing model to deliver optimal service experience driving alignment across stakeholder group.

​​​​​​​Talent & Culture

• Develop and mentor a high-performing, diverse team, fostering a culture of accountability, transparency, and growth.
• Champion Visa Leadership Principles, driving employee engagement, inclusion, and career development.
• Ensure talent alignment to organizational design metrics and service/product expectations.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
• Demonstrated leadership in matrix management environments.
• Strong verbal, written, presentation, and interpersonal skills.
• Technical aptitude in network, authentication, and identity solutions.

Preferred Qualifications:

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• Proven track record in leading technical/professional services teams to exceed goals.
• Experience in building strong business relationships, influencing at all organizational levels.
• Serves as point of senior escalation for internal and external stakeholders for multiple product lines and engages in executive level relationship building with signature and high-touch client leadership.
• Identify opportunities to improve organizational processes, leads init