Sr. Director, CRM Product Office - New Products and Clients

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

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 and Responsibilities

The Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally-integrated automation capabilities across all areas of Client Services.

The Senior Director, Customer Relationship Management (CRM) Expanded Products and Clients will be responsible for defining and delivering the end-to-end CRM strategy for Merchants, Acquirers, other Client types and Expanded Products for Client Services leveraging the MS Dynamics platform to drive best in class customer experience, optimize internal processes and increase operational efficiencies.

S(he) will work in partnership with the Senior Director of CRM for Financial and Fintech Clients to build in-depth understanding of Client Services’ needs, pain points and platform enhancement opportunities, build a cohesive strategy and to drive the roadmap implementation with technology, in addition to rolling up your sleeves to get the job done.

Do you like to live between the lines of business and technology, integrating the best of both worlds to understand how we work and identify improvements to drive new business value? Do you like the empowerment of defining priorities and delivering innovative solutions for the business?

We are looking for a customer-obsessed, data-driven product leader who has in-depth expertise in building and embedding Customer Relationship Management (CRM) technologies globally, creating digital capability roadmaps and managing digital product teams. The role requires effective collaboration with Client facing teams and Technology partners within Client Services and other Visa organizations. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Essential Functions

• CRM Platform strategy and product development
  • Oversee the end-to-end CRM product strategy, roadmap, design, implementation, deployment, and backlog management.
  • Work collaboratively with business stakeholders to develop solutions for improvement of merchants and other client types’ service processes leveraging the capabilities of the Client Services CRM platform
  • Partner with Business Process Optimization, Regional and Product Service teams to effectively implement process improvements and maximize the utilization of the CRM platform capabilities to increase productivity, deliver cost savings and reduce the speed of service delivery
  • Provide product management leadership to deliver scalable solutions
  • Engage with technology partners in understanding business roadmaps, identifying and prioritizing technology projects and building program roadmaps
  • Demonstrate knowledge on scaled agile methodology to ensure alignment to standards for project delivery
  • Empower