Senior Director, Client Services (CS) Strategic Initiatives and Transformation Office (SITO)

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

This leader  will be a key member in the Client Services (CS) Strategic Initiatives and Transformation Office (SITO), which is responsible for driving enterprise programs across Client Services:

• Serves as a dynamic change implementation leader, shaping the future landscape through technology innovation and strategic foresight.
• Champions process excellence, leveraging deep expertise to streamline business operations and enhance organizational agility.
• Develops and executes transformative strategies that integrate cutting-edge technology with best-in-class processes to deliver measurable improvements in performance and outcomes.
• Leads the identification and realization of end-to-end improvement opportunities, unlocking revenue, capacity, and client value through automation and digital enablement.
• Acts as a thought leader in change management, providing expert guidance on implementing technology-driven transformation initiatives.
• Bridges the gap between technical execution and business process optimization, ensuring change initiatives align with organizational objectives and accelerate time-to-market.
• Fosters a culture of continuous improvement and proactive problem-solving, empowering teams to adopt new tools and technologies that shape a future-ready enterprise.
• Collaborates cross-functionally to ensure seamless technology adoption, driving sustainable change and building resilient processes for long-term success.

This leader is responsible for defining implementation change strategies and delivering assets that drive behavior and mindset changes for the Client Care Transformation Program. They will focus on the people side of change, including changes to business processes, systems, tools, and technology. This person will ensure the business is ready for change, including that change readiness steps are taken timely as new tools and technology are released as part of the Client Care Transformation roadmap.

Key Responsibilities

The ideal candidate will have excellent communication skills, be well organized, and can lead in a matrixed environment. They must be experts in change management and be able to develop change strategies and programs to drive adoption across the organization. This person will work cross-functionally and must be effective at influencing senior leaders and have a strong executive presence.

Key responsibilities will include developing change strategies and programs to maximize employee adoption and proficiency, while minimizing resistance.

• Lead implementation execution through various key stakeholders and executive sponsors, deliver executive stakeholder updates, and manage escalations.
• Design comprehensive change and enablement strategies, including a sequenced plan of activities to build awareness, develop competency, and accelerate adoption of change with proficiency.
• Develop and deliver robust training programs tailored to different user groups and functional teams, with resources available in various formats such as live sessions, digital modules, quick reference guides, and peer learning opportunities.
• Identify, onboard, and empower change agents throughout the organization to act as local champions, fostering two-way communication and reinforcing new behaviors at every level.
• Prepare mitigation plans to reduce risk and resistance to adoption, and leverage feedback from change agents and end users to continually refine enablement and training content.
• Partners with key teams deliver a full spectrum of change tactics, including communications, end user training, executive memos, internal presentations, infographics, videos, intranet destinations, case studies, demos, and learning events.
• Partners with strategic initiative leads and program managers to define and measure the impact of change deliverables, ensuring enablement activities and changing agent networks to drive sustainable adoption and measurable business outcomes.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 12 or more years of work ex