Director, OnDemand Services Strategy & Analytics

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, ongoing support and service optimization. The OnDemand Services and Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers OnDemand services to clients, through automated processes and effortless digital first experiences that drive client value and satisfaction. Our team works with functional leaders in Client Services, Risk, Product, Marketing and Technology to coordinate enhancements and to define the end-to-end OnDemand experience across Visa’s web properties. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and/or internal Visa users.

The OnDemand Services Strategy & Analytics Director is responsible for developing and implementing data strategies and analytical frameworks in the valuation, development and management of OnDemand solutions and platform services. We are seeking a dynamic and experienced candidate with a strong background in data analytics, business intelligence and digital strategy, with a proven track record of driving business growth through data-driven decision-making.

Key Responsibilities

• Develop and manage the reporting framework for OnDemand Services OKRs, ensuring alignment with company goals and transparency in performance tracking
• Develop and maintain models to track case deflection and productivity metrics, identifying areas for improvement and optimization
• Define and measure portal performance metrics to understand client digital trails and optimize the overall CX experience on Visa’s web properties
• Develop robust business cases that assess strategic and financial value, required investments and risks of new digital and GenAI-powered solutions
• Assist in the development of pricing framework and monetization strategy for self-service and premium services
• Lead financial forecasting and budget management activities
• Work closely with VP, OnDemand Services and Client Services management team on strategic projects, bringing timely and useful insights and analytical support 
• Deliver high quality analytical insights that synthesize data analysis and research into key fact-based findings and actionable recommendations
• Source, extract and analyze Visa data and industry data to support scenario analyses
• Deliver high quality analytical insights that synthesize data analysis and research into key fact-based findings and actionable recommendations
• Manage and enhance analytics tools across the ODA team to enhance data capabilities
• Partner with the AI and Data team to ensure alignment of data strategies
• Lead discovery sessions to translate business needs into actionable data and analytics solutions.
• Establish and foster positive relationships with senior leadership to understand their strategic objectives and provide data-driven insights to support decision-making.
• Effectively communicate complex data insights to non-technical stakeholders, ensuring clarity and understanding.

• Take ownership of end-to-end project delivery, from inception to implementation, ensuring projects are delivered on time, within scope, and to the expected quality standards.
• Champion the adoption of a data-driven culture across the organization, promoting the use of data and analytics to advise decision-making at all levels.

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 Quali