Director, Service Experience

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 OnDemand Services and Automation organization is focused on the design, development and delivery of OnDemand services that elevate the client experience, making engagement with Visa simple, intuitive, and rewarding.

We are seeking a forward-thinking individual to lead our Voice of the Client (VoC) and market research initiatives. This role will be pivotal in developing strategies to gather, analyze, and interpret customer feedback, as well as conducting in-depth market research to identify trends, opportunities, and competitor strategies that leverage emerging technologies, including generative Artificial Intelligence (AI). The ideal candidate will have profound knowledge in customer experience, market research, and the potential opportunities offered by AI in client solutions to enhance discovery and provide seamless guided experiences.

Join us as we shape the future of client experience.

Voice of the Client (VoC):

• Develop and oversee the implementation of a comprehensive Voice of Customer (VOC) strategy to identify client’s needs and expectations to guide solution enhancements and inform new development efforts.
• The VoC strategy includes but it is not limited to VoC programs (surveys, interviews, feedback submitted, etc.) design, data analysis, insight generation, actionable recommendations, feedback loop, continuous improvement, measurements and reporting.
• Develop an overarching framework for conducting user surveys among clients and client-facing staff to identify improvement opportunities, new solution concepts, and measure satisfaction levels.
• Utilize the Net Promoter Score (NPS) as a key performance indicator to evaluate customer loyalty and satisfaction and determine how we can best trend without over-surveying the users.
• Articulate insights in an engaging and actionable manner, keeping key stakeholders updated and ensuring alignment.

Market Research:

• Design and execute a comprehensive market research strategy and plan to inform business decisions and strategy.
• Conduct in-depth market research and analysis to identify trends, best practices, and competitor strategies with a special emphasis on the potential of AI in enhancing client self-service solutions, improving information searchability, and knowledge management. Additional focus includes broadening access for new audience segments and Information Architecture (IA).
• Collaborate with product owners and key stakeholders to align our market research and customer experience strategies with the overall business objectives.
• Stay at the forefront of the latest market research tools, technologies, and methodologies.
• Present results and insights to stakeholders in a clear and compelling manner.

Service Experience:

• Lead product owners, designers, and CS stakeholders to understand and apply customer insights, research findings and CX best practices by articulating key themes and new digital-first experience concepts with a human centered approach.
• Assess and define the site IA and search best practices for better information findability and personalization based on user needs, new audience segments, and ideal flows.
• Develop innovative strategies to enhance our client solutions, leveraging AI technologies with a focus on improving IA, search and discoverability of information and tools.
• Provide product owners and key stakeholders with expert guidance on enhancing client experience and solutions.
• Collaborate with various teams to ensure the successful implementation of client solutions.
• Distill client experience requirements to inform development of new OnDemand solutions.
• Think critically about the design of a new offering and implications related to customer impact vs. required efforts.
• Develop and facilitate ideation and concepting workshops with cross-functional stakeholders to leverage collect