Senior 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 Issuing Solutions Client Services (CS) team is responsible for the end-to-end reengining and optimization of the service experience in alignment with the full solution portfolio. Issuing Solutions is one pillar of the Value-Added Services (VAS) Global CS team, working with clients worldwide to develop and deliver client value, and world class servicing.  

As a member of the Issuer Solutions Client Services team the Digital Service Enablement leader is accountable for the performance and on-going improvement of their product portfolio's service experience. This role is recognized as a thought leader and authority on the service experience, focused on improving efficiencies, driving revenue/penetration, increasing client satisfaction, and refining our internal operations. This role prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements.

This role will be a responsible for: the identification and recommendation of service experience improvements, development of business cases for changes, and own, oversee, and deliver projects with cross functional stakeholders to improve the end-to-end client experience.

What You’ll Do, Day-to-Day

• Manage a cross functional team of stakeholders with the responsibility to improve the client experience and reduce the cost to serve for Debit Processing Solutions clients
• Lead the design, creation, roll-out, and delivery of the DPS service experience strategy to reduce client interactions and caseloads through all channels
• Develop and own business requirements and provide input to service design, development, implementation, client engagement, and support processes through a client centric lens
• With Product, define success measures and track status of service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and cost to serve reductions
• Engage in the development, execution, and monitoring of Product KPI’s with Solutions stakeholders, ensuring regional alignment and key stakeholder adherence
• Prioritize and monitor the team’s work ensure deliverables meet stakeholders needs and projects are managed to agreed timelines and budget
• Ensure all artifacts, such as end-to-end journey maps, are kept current and complete
• Be the escalation contact and own resolution of servicing issues caused by client service processes and procedures
• Represent the Digital Service Enablement team with senior leadership and key stakeholders with a client centric approach, acting as a key subject matter expert
• Establish a collaborative feedback loop with Product, Technology, and cross-functional client services stakeholders, acting as an evangelist for continuous improvement of the client service experience, using client insights, data, and internal verbatims to educate opportunities
• Hold teams accountable through influence and data driven proposals to improve the client service experience, the client journey, and internal operations, in alignment with the business objectives and key results
• Elevate and communicate risks and corresponding mitigation plans in a timely fashion.

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:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD

Preferred Qualifications: