Director, Client Success Digital Enablement

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

Client Services provides a world class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization. The OnDemand Services & Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers effective digital solutions to clients, through effortless experiences that drive client empowerment and satisfaction. Our team partners with functional leaders in Client Services, Product, Sales, and Technology to automate service processes and develop self-service solutions that enable a seamless user experience for clients and Visa client-facing staff. Also, we are actively working with the Client Success Management (CSM) organization to maximize client value realization from Visa products and services via digital enablement tools.

The Client Success Digital Enablement, Director will drive the strategy, roadmap, and implementation of Visa’s Client Success platform, including client success outcomes tracking features, operational performance optimization tools and health scoring monitoring

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

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) or 6+ years of work experience with a PhD
• 12 or more years of proven experience in Customer Success or similar role focusing on digital transformation and client enablement, preferably in the Banking, Payments or FinTech industries
• Demonstrated experience in tool evaluations/integrations with the latest technologies to drive high impact using data, AI and various digital signals to drive successful client outcomes and maximize value realization from Visa services
• Passion for delivering exceptional customer experiences and driving customer success initiatives
• Domain specific knowledge of product management, client facing portals/applications and a track record of delightful and simple digital first and self-service capabilities
• Strong product intuition, with ability to understand user needs and market trends, envision future enhancements, and translate product strategy into an actionable roadmap
• Superior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across matrixed organization (client Services, Product, Sales)
• Ability to think precisely by being specific and thorough in defining product features, UX flows, epics and user stories
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
• Ability to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiences
• Comfortable working in an Agile environment, and with cross-functional and regionally distributed teams
• Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environment
• Experience with Jira, Jira Align and other Agile tools is preferred but not required

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently oper