Sr. 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 Visa Global New Service Experience Manager is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client 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 deployment process 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 Acceptance, Cybersource, and/or Authorize.net partners, resellers, and merchants worldwide. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.

Essential Functions

• Develop strong partnership with the Global Product team, to be recognized as a key contributor to their overall success
• Maintain a continuous path of timely feedback from Global Client Services teams to the Product organization
• Develop necessary documentation to educate Client Services and Training stakeholders, enabling them to educate, train, and execute on the Product strategy with internal and external customers
• Engage in the development and execution of Product KPI’s, ensuring regional alignment
• Identify and prioritize key product needs and dependencies to help define rollout success
• Provide input to the Product team on design, development, implementation, client engagement and support processes based on SME knowledge and feedback from regional teams
• 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 Products & Services
• Apply high-level knowledge of REST APIs and technical know-how to work with internal resources to bring products to market in a logical manner.  Integration goals must be operationally feasible for both internal teams as well as client integration norms and needs
• Constantly expand knowledge base with new products, methods, and partners being introduced constantly in a highly-matrixed organization
• Serves as primary contact for global Client Services teams (their multiple support teams) for designated Products & Services
• Provide ‘Voice of the Customer’ insight and views to Product and Technology organizations as they pertain to new projects including legacy product updates, migrations, or End-of-Life practices
• Responsible for own project-workflow assignments with initiative to solve problems and meet deadlines required by wider project teams

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

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent time management, organization, and planning skills are essential.
• Excellent business communication skills (written and verbal) with attention to detail on nuanced topics.

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Understanding of VISA Acceptance, Cybersource, and/or Authorize.net product offerings and APIs.
• Experience in troubleshooting complex web applications, API-based transaction systems, integration and environmental issues (REST APIs, TLS secure communications, oAuth or other authentication m