Director, Global Client Services Communications & Engagement

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, Global Client Services (CS) Communications & Engagement within the Global Business Operations and Strategy team will be an experienced and results-driven individual helping to develop and implement effective communication strategies to drive organizational transformation and support change management initiatives. The ideal candidate will possess a blend of strategic and operational acumen to effectively deliver key messages to a broad and diverse audience, optimizing channel, content, and delivery.

This role will lead the communication related to Client Services’ transformative journey to our future state of service. This includes improvements in how we support our clients, ways that we’re incorporating generative AI into the service journey, and more integration across our products and solutions, all to drive our clients’ success. These transformation communications will also include sales enablement materials to highlight how we’re addressing client feedback to help position CS as a thought leader.

This is an individual contributor role and requires a skilled and strategic communicator with strong business acumen as well as a proven ability to manage through influence, collaborate cross-functionally and deliver under tight timelines.  

RESPONSIBILITIES

At a high level, key areas of responsibilities include:

• In partnership with regions, business units, and People (HR) team, develop and implement effective communication strategies to drive organizational transformation and support change management initiatives.
• Create plans, roadmaps, impact assessments & analyses, presentations, and additional materials as required to help ensure changes are clearly articulated both internally and externally to get buy-in and drive adoption.
• Collaborate with various stakeholders to understand their communication needs during times of change, ensuring messages are consistent and aligned with the organization’s goals.
• Create engaging, clear, and concise content for various communication channels to keep a broad and diverse set of stakeholders informed and engaged during the transformation process.
• Coordinate with HR to ensure alignment with enterprise initiatives and communications, and engagement strategies.
• Monitor progress and evaluate success using a data-driven approach, while continually improving processes to increase efficiency and impact.
• Manage the creation and maintenance of sales collateral such as tear sheets, presentations, and case studies to support customer interactions; develop content that tells an impactful story.
• Build client-centric messaging to communicate developments to Visa’s clients, including how we are addressing their feedback, and help position CS as a thought leader.
• Create and maintain repository of legally approved content for external audiences that can be used off-the-shelf to address time-sensitive requests.
• Identify and address communication gaps, and devise solutions to improve information dissemination and feedback collection.
• Stay informed about the latest trends in communication and change management to bring innovative ideas and practices to the organization.

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
• Prior experience in Communications or Change Management role - track record of developing and communicating a strategy, building relationships across teams and key stakeholders to achieve business goals.

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)