Client Experience Sr. Director

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

Visa is seeking a Client Experience Senior Director within the Visa Direct Product organization. This leader will play a crucial role in developing and implementing strategies to enhance customer satisfaction and accelerate time to revenue. A primary responsibility of this role is to cultivate a customer-centric culture within the Visa Direct organization, ensuring that every decision and strategy is guided by the needs and expectations of our clients.

In this role, the Client Experience Senior Director will design and implement strategies to improve the client experience. This requires a deep understanding of the client journey, mapping out every touchpoint from the onboarding process, integration and testing experience to product launch and handover to the client services team. The role holder will provide clear strategic product direction based on Visa Direct priorities, drive initiatives, and partner with sales leaders to accelerate revenue growth. Additionally, they will attract, develop, and retain next-generation leadership and talent.

The individual will collaborate closely with key stakeholders across the organization, including Technology, Sales, Operations, and Compliance Risk, to build a best-in-class customer experience.

Responsibilities:

So, what do we expect of you, day to day?

• Define and execute the product roadmap based on the Client Experience teams’ vision and strategy.
• Lead, mentor and manage expert product development teams with significant experience in in the payment industry.
• Identify existing gaps in the client journey and propose improvements and changes to fill these gaps.
• Define metrics and establish success criteria for solutions designed to enhance the customer journey.
• Identify, develop, lead, and inspire a team of innovative and engaged individuals focused on delivering best in class customer experience.
• Champion Visa values and innovative DNA across the organization. Act as an ambassador to attract world-class and diverse talent in the market, whilst developing internal talent capabilities that will help Visa to thrive.

Key Capabilities:

• Strategic thinker: Has superior strategic and analytic skills and is capable of clearly communicating a long-term vision to his/her team, the Company, and Visa’s clients. Demonstrated success in embedding customer-centricity and delivering product commercial strategies across cross-functional global teams. Is integrated into the payments products industry, stays current on competitive and market trends, and brings those insights to inform Product strategy for the organization.
• Communication: Excellent communication, presentation and, storytelling skills, with the ability to articulate complex and technical concepts to a variety of audiences, and to influence and persuade senior stakeholders.
• Client Focus: Cultivates partnerships with current and potential customers across the payment’s ecosystem. Understands the current industry and can link potential client needs to future product development initiatives. Strong presence and engagement with clients.
• Team Leadership: Identify, develop, and lead a team of product specialists through effective people management and development programs in accordance with Visa values and practices. Foster an inclusive team culture that is collaborative and inquisitive, developing bench strength and planning for succession while able to make tough decisions when required.
• Influence and Relationship Building: Exhibit relevant and consistent leadership behaviors in team management and internal interactions with peers, senior management, clients, and third-party vendors. Work effectively across a global matrix organization.
• Champion for Talent: Engenders trust as a leader, internally & externally, championing the Visa brand for high-potential and diverse talent. Continually seeks diverse perspectives and creates an inclusive environment for collaboration through the region and Visa’s organization.

Personal Characteristics:

• An intellectually curious but humble leader with a high degree of compassion, able to engage, enable,