Senior Director, Head of Services Digitization

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across 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.

When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.

Job Description

The Automation and Optimization organization in Client Services is responsible for developing and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally-integrated automation capabilities across all areas of Client Services.

The Senior Director, Head of Services Digitization will be responsible for defining our vision for digitizing new services, engaging with all cross-functional partners, and leading across multiple product teams.

S(he) will work in partnership with the Service Experience managers and other Client Service leaders to build in-depth understanding of Client Services’ needs, pain points and service solution opportunities. During the first 90 in role, the initial focus will be on the areas of pre-sales and optimization for all client types. S(he) will develop an assessment of the Client Services automation needs, build a cohesive recommendation and strategy on key service solutions for those client types, and work with the product owners to build an implementation roadmap.

 Do you like to live between the lines of business, product and technology, integrating the best of both worlds to understand how we work and to develop solutions to drive new business value? Do you like the empowerment of defining priorities and delivering innovative solutions for the business?

We are looking for a customer-obsessed, strategic data-driven leader who has expertise in defining end to end service automation solutions. This is a senior role that requires effective collaboration with Client facing teams, Product teams and Technology partners within Client Services and other Visa organizations. Additionally, the effective candidate will be able to lead through ambiguity and inspire followership within a matrixed organization.

Key Activities

• Define solutioning requirements for new services and client types
• Map From-To key servicing needs including platforms, applications, point solutions
• Recommend integrations with existing applications, identify gaps and define integration solutions of new applications.
• Broader organization and capability recommendations with VP Automation & Optimization (for all client types and all services)

Key Responsibilities

• Services Digitization Strategy
  • Work collaboratively with Client Services stakeholders to develop solutions for improvement of new client-types’ service processes.
  • Partner with Business Process Optimization, Regional and Product Service teams to determine what is the best application / solution to effectively implement service process improvements to increase productivity, deliver cost savings and reduce the speed of service delivery
  • Define automation end-to-end solutions for new services and engage with CS Product and Technology partners in understanding business roadmaps, identifying and prioritizing projects and collaboratively building automation program roadmaps
  • Demonstrate knowledge on scaled agile methodology to ensure alignment to standards for project delivery
  • Track, measure and report stakeholder engagement and productivity to ensure successful adoption and identify opportunities for optimization
• Services Digitization Capabilities, Partner Roadmap, and Industry Trends
  • Be aware of current and future market and technology developments in the industry through maintaining a tight alignment with Visa’s tools partner providers, white papers, blogs, upskilling and other learning opportunities
  • Promote and be a source of knowledge across the Client Service organization of all CRM related capabilities.
• Leadership and Team Building
  • Build, develop, coach a team of product managers and analys