Sr. Service Experience Consultant

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

Visa Client Services (CS) 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 the Visa Direct Product and Technology teams, bringing the voice of the customer into the design, development and successful deployment of Visa Money Movement Solutions.

The Sr. Consultant, Service Experience operates as an individual contributor and is responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of Visa Direct Solutions.  This role involves working with client-facing staff that support all client segments and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery. Additionally, this role partners with Product teams to shape go-to-market service strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and services offerings. This includes contributing to product roadmaps, enhancement requests, and creating/coordinating the development of all artifacts which are critical to the successful servicing of a product.

Essential Functions include:

• Become a Visa Direct Solutions Operational subject matter expert including knowledge of the APIs, onboarding, launch and post-production support, and technical implementation guides.
• Partner closely with Product, Technology, and Client Services (CS) teams across Visa and acquisition partners, to provide expertise and requirements to the initial product design & development (including data strategy & requirements). 
• Be comfortable designing and building/refining the Service Model to make processes repeatable and scalable by collaborating with other teams across CS.
• Drive Client Implementation for Beta Implementations & New Builds by directing cross-functional teams to successfully implement strategic clients and partners with Visa Direct.
• Own and drive follow ups related to client awareness of platform releases, key Visa Direct services, products, regulatory mandates, and pricing to ensure client enablement and readiness.
• Provide consulting and support to regional product fulfillment teams as markets mature to support and share best practices across regions.
• Support team’s efforts in ongoing business planning, reporting, and executive status updates. 
• Deliver across the various stages of the Visa Direct Service Model from Pre-Launch through Ongoing Support.

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:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Hands on experience with payment networks and especially with cross border payments with a strong understanding of regulatory compliance and risk.
• Knowledge in application programing interfaces (APIs) gateways.
• Previous experience with implementations, client solutioning, and client support.
• Experience working in multi-level operations groups and different client-focused service models.
• Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline.
• Ability to comprehend and articulate complex technical concepts or processes into layman’s terms.

Additional Information

Work Hours: