Consultant, Cybersource 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

Acceptance Solutions CyberSource Servicing is the team responsible for the end-to-end user journey and support servicing model for clients- Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions.  Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa. Cybersource is a key payment management platform in the product suite for Acceptance Solutions.

The Cybersource Service Experience team is the liaison between Client Services and internal teams. This role is recognized as a thought leader and authority on client enablement functions and needs. This role prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements. 

What You’ll Do, Day To Day. 
•    Hold teams accountable to improve the client experience through data driven projects that tie to OKRs and goals
•    Ensure all artifacts such as end to end journey maps are kept current and complete 
•    Continuous improvement to existing services and processes
•    Maintain a continuous path of global CS communication to provide timely feedback to Product 
•    Identify/prioritize key product needs, dependencies with regions, define success measures and track status with internal teams
•    Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens 
•    Support Client Services as an escalation contact for improving the client experience
•    Responsible for workflow assignments and maintain commitments toward taking initiative to resolve problems and meet deadlines 
•    Provide governance to meet target milestones
•    Streamline internal processes to enhance effectiveness

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
• 5 or more years of work experience with a Bachelor’s Degree
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Advanced experience with Excel, ability to create pivot tables
• Excellent verbal, written, presentation and interpersonal skills
• Strong collaboration skills
• Self starter, highly organized and proactive
• Demonstrates technical aptitude
• Able to set priorities, influence others, and manage expectations

Preferred Qualifications
• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
• Exhibit advanced planning, organizational and problem-solving skills
• Demonstrates strong leadership capabilities with ability to work in a complex organization to define a playbook for all stakeholders to achieve joint success
• Ability to adapt and influence change
• Experience with digital payments
• Strategic thinker with superior analytical and problem-solving skills to translate data into meaningful stories and insights.
• Strong communication and story-telling skills in presenting ideas and analysis to various audience levels
• Team player, results oriented and able to handle numerous projects concurrently

Additional Information

Work Hours: Varies