Service Experience Senior Consultant
Visa
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
The Visa Global Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.
Global Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting. Within Client Services, the role of Service Experience is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Service Experience ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.
This Sr. Consultant role is an individual contributor role responsible for managing complex and strategic Visa initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.
Essential Functions
Develop strong partnership with Global Product team in order to be recognized as a key contributor to their success
Maintain a continuous path of global CS communication to provide timely feedback to Product
Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
Engage in the development and execution of Product KPI’s ensuring regional alignment
Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product
Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
Develop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions
Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
Support Client Services as an SME for assigned Product/Service
Serves as primary contact for the Client Service division’s multiple support groups for designated product.
Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.
Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications
8 or more years of work experience with a Bachelor’s Degree, or at least 5 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 2 years of work experience with a PhD
Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
Excellent verbal, written, presentation and interpersonal skills
Strong collaboration skills
Demonstrated technical aptitude
Preferred Qualifications
9 or more years of work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 3 years of work experience with a PhD
Able to set priorities, influence others, and manage expectations.
Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers
Exhibit advanced planning, organizational and problem solving skills
Demonstrated strong leadership capabilities
Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs
Experience with digital payments
Understanding of API processing
Additional information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Additional Information
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.