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

The Go to Market Issuance Consultant serves as the intermediary between Client Services (CS) and Product. This position is accountable for the comprehensive strategy and optimization of the service experience, aligned with the full solution portfolio. Recognized as a thought leader and authority on service experiences, the consultant enhances efficiencies, drives revenue and penetration, increases client satisfaction, and refines internal operations.

This role excels in matrix management, ensuring CS stakeholders are informed about product enhancements and have input in shaping the deployment process to guarantee a scalable and straightforward enablement process from a client perspective. The consultant frequently collaborates with specialized teams as the voice of CS, developing and delivering support models for issuers, acquirers, processors, Fintechs, and merchants globally. Responsibilities may include supporting initiatives such as new products and services, enterprise/government mandated projects, partner support (e.g., DPS, Pismo), and providing internal/external SME/consulting support.

The consultant prioritizes our customers, placing them at the core of our business operations, products, and enhancements, with the objective of offering positive customer experiences through common goals and data-driven improvements.

Essential Functions

• Develop strong partnership with Product teams in order to be recognized as a key contributor to their success
• Maintain a continuous path of global CS communication to provide timely feedback to Product, stakeholders, etc.
• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
• Engage in the development and execution of Product KPI’s ensuring regional alignment
• Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product
• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
• Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions
• Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
• Support Client Services as an SME for assigned Product/Service
• Work with REST APIs and technical know-how to work with the client and with internal resources to bring products to market. Obtain knowledge of our client's host systems and applications to drive to solutions for integration. 
• Serves as primary contact for the Client Service division’s multiple support groups for designated product.
• Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.
• Ensure readiness for Business Enhancements
• This position is global in scope which will require some (limited) alternative
• work hours to accommodate regional time zones after hour/weekend releases
• 2X annually.
• Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.

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 relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience w