Client Experience Senior Director

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

Visa is seeking a Client Experience Senior Director within the Visa Direct Product organization. This leader will play a crucial role in developing and implementing strategies to enhance customer satisfaction and accelerate time to revenue. A primary responsibility of this role is to cultivate a customer-centric culture within the Visa Direct organization, ensuring that every decision and strategy is guided by the needs and expectations of our clients.

In this role, the Client Experience Senior Director will design and implement strategies to enhance the experience of Visa Direct clients. This requires a deep understanding of the client journey, mapping out every touchpoint from the onboarding process, integration, and testing experience to product launch and handover to the client services team. The role holder will provide clear strategic product direction based on Visa Direct priorities, drive initiatives, and partner with sales leaders to accelerate revenue growth. Additionally, they will attract, develop, and retain next-generation leadership and talent, ensuring a continuous pipeline of skilled professionals.

The individual will work closely with key stakeholders across the organization, including Technology, Sales, Operations, and Compliance Risk, to build a best-in-class customer experience. This role requires a solid background in Product Management and extensive experience in payment technologies, ensuring seamless integration and innovative solutions that meet our clients' needs.

A key pillar of this role is to enhance the client's developer experience by providing a variety of tools and artifacts, such as APIs, SDKs, Workbench, and other resources. This ensures that the client’s developers have the necessary support and capabilities to integrate and utilize our solutions effectively.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Key Responsibilities

• Create and execute the product roadmap based on the Client Experience teams’ vision and strategy.
• Define the client’s developer experience providing integrations and testing tools to accelerate the development process.
• Lead, mentor and manage expert product development teams with significant experience in in the payment industry.
• Collaborate with the sales organization to gather business demands and insights, ensuring that the product value proposition is continuously enhanced to meet market needs and client expectations.
• Partner with the Engineering team to develop best-in-class solutions, leveraging their technical expertise to create innovative and effective products that meet our clients' needs.
• Identify existing gaps in the client journey and proactively propose improvements and changes to address these gaps, ensuring a seamless and satisfying client experience.
• Define key performance metrics and establish clear success criteria for solutions aimed at enhancing the customer journey. This ensures that the impact of these solutions can be effectively measured and continuously improved.
• Identify, develop, lead, and inspire a team of innovative and engaged individuals focused on delivering best in class customer experience.
• Champion Visa values and innovative DNA across the organization. Act as an ambassador to attract world-class and diverse talent in the market, whilst developing internal talent capabilities that will help Visa to thrive.

Qualifications

• The ideal candidate will bring 12+ years’ experience in product development/management with a track record of customer-centric decision making, preferably in the financial/payment industry.
• A strong technical background is essential for this role, including hands-on experience with backend APIs, Portals, and SDKs. This expertise will enable the individual to effectively collaborate with engineering teams and contribute to the development of robust and innovative solutions.
• S/he should be a natural collaborator, with excellent communication skills and strong executive presence. The individual must be disciplined in prioritization, able to execute and commercially driven. S/he will be comfortable with ambiguity, posses