Sr. Service Experience Consultant, 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

Client Servicing Acceptance Solutions 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. This cross-functionally includes day-to-day operations, product support, back-office support, consultative services, and customer performance.

Payment fraud and customer payment disputes must be mitigated and managed in a timely, secure, efficient, and fair process for all stakeholders.

The Sr Consultant Acceptance Solutions Value Added Services – Disputes Strategy and Service Experience is responsible for support in the management of the disputes strategy, inclusive of rules governance, standardization and the end-to-end journey experience through the disputes process for all Acceptance stakeholders.

In the broader remit of acceptance service experience the role is responsible for supporting the Senior Director in providing strategic development of the end-to-end journey service experience for all card brands processed by Visa’s Acceptance Solutions, managing, 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, matrixed 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. This role will apply strategic judgment in helping resolve undefined and significantly complex issues and making detailed recommendations on the best approach for Visa’s end to end client dispute journey.

Responsibilities

You will serve as a Sr Consultant supporting Dispute Operations business and functional leaders and their respective teams in finding, prioritizing, and engaging on significant business transformation opportunities.

Dispute Strategy

• Manage the design, creation, roll-out, and delivery of the Visa Global Acceptance Dispute Strategy for the Organization and other key dispute stakeholders ensuring there is stakeholder input and feedback for global alignment of the strategy and deliverables
• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients

Dispute Service Experience

• Manage the engagement with Product to identify/prioritize key product needs, and provide strategic input to design, development, implementation, client engagement and support processes with regional feedback and a client lens
• Define success measures, and track status with product on service experience improvements. Elevate and communicate risks and corresponding mitigation plans in a timely fashion
• Work with key stakeholders to make informed data driven proposals for change to improve the end-to-end dispute client service experience, the client journey and the experience of service and operations staff
• Find opportunities through fact-based, quantitative analyses in partnership with business SME. Establishing a data-driven survey view of where transformation might be useful going forward and potential high-level impacts while optimizing revenue growth attainment
• Manage the development, execution, and monitoring of Product KPI’s with Advisory Services ensuring regional alignment and adherence

General

• Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social and economic environments new products and services, industry, technology trends to be able to support Visa strategic goals and client initiatives

This is a hybrid positi