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 Director of Service Experience is a critical role within the Issuing Solutions Value-Added Services (VAS) team responsible for implementing the client journey transformation strategy across Visa Issuing Solutions. 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 products like Visa Issuing Solutions in the marketplace.

This individual will champion the effort in evolving the CS Issuing Solutions organization within VAS to seamlessly enable our clients across product lines. A key aspect of this role will be ensuring a consistent approach to all aspects of client integration and servicing, regardless of client type or product. Additionally, this individual will partner with key stakeholders across CS to identify improvement opportunities, implement changes, and track progress.

This is an individual contributor role responsible for solving complex problems and taking a broad perspective to identify client centric solutions. This role serves as a technical and functional specialist and works independently with mentorship only in the most complex situations.

Essential Functions

• Responsible for defining, managing, and implementing transformation projects including scoping/requirements gathering, establishing goals and metrics, innovative solution development, identifying risks and cross-functional execution.
• Engage with product and technology teams to provide input to design, development, implementation, client engagement and support process with regional feedback and alignment.
• Build cross-functional relationships across the organization to facilitate collaboration and drive efforts to foster CX inclusion in projects and operations.
• Identify support or implementation gaps prior to product rollouts and drive the resolution of those gaps. 
• Improve CS efficiency by defining and implementing process improvement initiatives.
• Implement methodologies for analyzing changes, identifying impacts, and communicating potential impacts to CS, product and technology partners including populating internal knowledge bases. 

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:

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Experience in customer support, product/project management, or product development and deployment.
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions where little or no precedence exists.
• Confirmed ability to articulate complex technical terms or processes into business language.
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Proven experience in leading initiatives and projects involving multiple programs with a record of successful implementation.
• Excellent verbal, written, presentation and interpersonal skills are required.
• Strong knowledge of Visa products and services including working knowledge of core transaction processing and issuing processing (e.g., message routing, authorization, clearing, and settlement).
• Strong knowledge of payments within B2B relationships.
• Familiarity with APIs and Issuing Processing procedures.
• Proficiency providing technical and consultative support to external customers a