Sr. Director, 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

Client Services 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 Service Experience Sr Director is a global liaison between Client Services, Technology and Product who works internally and cross-functionally to drive client experience improvements for Visas Business Enhancement Release Management.

This individual contributor role is essential to ensuring a client-centric lens is applied at all phases of the release planning lifecycle. We are looking for a top-notch leader to join our Service Experience team, to drive efficiencies and enforce process and policy improvements in partnership with Product and Technology. If you have a healthy love of collaboration, process improvements, combined with a can-do, execution minded attitude this is the role for you. 

The What

• Become a conduit for client feedback on the Business Enhancement Review experience. Work with Product and Technology to define key improvements needed to the release process and collaborate with key stakeholders and management to educate and drive improvements
• Build tracking model on release over release issues (ie. during client testing and launch) lead effort to determine root cause and jointly identify, prioritize and track implementation of process improvements.
• Provide and evolve business-critical reporting, pulling from multiple systems for different levels of management and cross functional teams.
• Help the teams drive efficiencies through prioritization, potential automation and new tools, enhancements
• Participate early in the scope and requirements review for the release to help other Service Experience team members to improve transparency on technical documentation specifically focusing on the WHAT and the WHY.
• During activation weekend you will partner closely with the Command Center to track, understand, and provide visibility to client impacting release issues in order to translate into improvements for the following release
• Work internally and cross-functionally to improve processes for scale, drive efficiencies and respond to evolving client and Client Services’ needs, while ensuring no risk to the release underway

The How

• Self-motivated and driven to get the right things done efficiently (comfortable prioritizing). 
• You have a can-do attitude and also know how to handle disruption and pivots with grace.
• Knowledge of Visa processing, but are comfortable seeking feedback from experts
• Comfortable having difficult conversations while achieving a collaborative and positive outcome.
• Enjoys learning and has a technical aptitude
• Team player that can challenge the status quo without offending, and aligning audience to the common goal
• You use data to help support decisions and prioritization.

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 Qualification
•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

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 w