Service Experience Senior Consultant

Company Description

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Job Description

The Visa Global Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on Client Services enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the work to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This includes Product Implementation Services and Support, Enterprise/Government mandate projects, and Internal/external SME/Consulting support.

This Global Client Service Sr Consultant will work with acquirers, Fintechs, and merchants worldwide to develop and deliver the service and support model for Visa Inc's Risk and Security Services products. This includes day-to-day operations and product support, back office support and customer performance reporting. Within Client Services, the role of Readiness is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.

Essential Functions:

• Will support delivery of product service standards and readiness, coordinating with key stakeholders on client delivery plans and escalation response.  This role provides leadership of global service experience activities and supports the cross-functional delivery of systems and services for Risk and Security Solutions and associated initiatives.
• Serves as PMO to ensure delivery of our Global Service Experience strategy working with key stakeholders across regional Technical Solutions, Product, Operations and Infrastructure and Technology.
• Acting as a though partner helping to design, build, and execute on innovative and strategic global programs, ensuring consistency on a global scale.
• Design or improve tools, methodologies or processes that supports operational excellence and execution of our strategic vision
• Responsibility for coordinating internal teams to ensure Visa and client readiness for introduction of new or enhanced global capabilities.  The Sr. Consultant also provides global connectivity across regional team members and serves as a key partner.  Critical activities include:
• Monitor client satisfaction proactively across regions
• Analyze trends in global case data and platform health
• Provide voice of the customer to cross-functional teams from a CS perspective
• Drive engagement with stakeholders to improve platform performance, support and delivery of the global Risk and Security service model
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
• Oversees programs and action plans, aligning efforts of Global Service Experience with other key Visa stakeholders
• Manages a suite of projects to deploy and enhance the global service experience support model, support capabilities, and client service
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal.  Brings the Voice of the Client to cross-functional teams.  Influences prioritization and product roadmap
• Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live.  Facilitates release management from a client point of view.
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. 

This Sr Consultant role is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeh