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

Client Services works with issuers, acquirers, processors, and merchants worldwide to deliver on our commitment to uplift everyone, everywhere by being the best way to pay and be paid. To deliver on this critical mission, we must continually assess and improve our performance both internally and how we enable client success. Our top priority is to transform our Client Services organization to one focused on client success, leveraging data, technology, and AI to deliver a service experience that delights our clients around the world. The Strategic Initiatives and Transformation Office (SITO) is responsible for delivering on our 2030 strategy across Client Services.

Position Summary

The Director will be a key leader within the SITO organization. We are seeking a Director to lead multiple key strategic initiatives within the Transformation Office as part of the Visa Client Services 2030 strategy. This role reports into a Senior Director responsible for transformation governance, process excellence and other strategic initiatives.

Strategic Leadership

• Partner with SVP level Executive sponsors to develop and implement a comprehensive Digital Sales to Service strategy (DS2S) and Time to Activation (TTA) strategy that aligns with Visa's 2030 vision and business objectives.
• Lead cross-functional teams to execute the key initiatives that extend Visa's reach into non-enterprise clients.
• Identify and prioritize opportunities to enhance digital sales and service capabilities for Core, VAS, and CMS solutions.
• Lead global cross-functional teams to accelerate time to revenue through process improvements, automation and AI.

Execution and Accountability

• Accountable for the execution of the DS2S and TTA initiatives, ensuring alignment with the vision and success outcomes.
• Establish detailed plans, monitor, and report on the execution of the initiative.
• Manage key risks and dependencies to ensure initiative success.
• Liaise across stakeholders to maintain alignment and keep initiatives on track.
• Ensure stakeholder readiness and manage the transition to Business As Usual (BAU) after initiative completion.

Customer Experience

• Design and implement a seamless digital experience powered by unified workflows, providing visibility to Client Services teams for efficient contracting, onboarding, implementation, and issue resolution.
• Utilize customer insights and data to continuously improve digital interactions and drive customer satisfaction and loyalty.

Digital Transformation Delivery

• Drive the adoption of digital tools, data, automation, and AI to optimize the Client Success model.
• Collaborate with Technology and other relevant departments to ensure successful integration of new systems and platforms.
• Stay abreast of industry trends and emerging technologies to identify opportunities for innovation.

Performance Management

• Establish key performance indicators (KPIs) and metrics to measure the success of key initiatives.
• Monitor and analyze performance data to identify areas for improvement and implement corrective actions as needed.
• Provide regular updates and reports to senior leadership on the progress and impact of strategic initiatives.

Value Realization

• Focus on value realization by tracking and reporting on measurable impacts of the initiative’s objectives.
• Ensure the initiative delivers end to end visibility and traceability from presales leads to product activation to accurately track customer value and manage cost to serve, enabled by a standardized, consistent data architecture.

This is a hybrid position. Expectations on days in the office will be confirmed by your hiring manager.

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.
• Fluent in written and spoken English is required.
• Exceptional skills in being able to define and convey a compelling narrative in PowerPoint.

Preferred Qualifications
• 10 or more years of experience with a Bachelor’s Degree or 8 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, or MD), PhD with 7+ years of experience
• Bachelor’s degree in business, marketing, Information Technology, or a related field
• MBA or other advanced degree preferred
• 8+ years of experience in product management, commercialization, digital transformation, or a related field, with at least 3 years in a leadership role, experience in payments preferred
• Strong stakeholder management skills with experience in leading and delivering enterprise transformation initiatives
• Proven track record of developing and executing successful digital strategies that drive revenue growth and enhance customer experience, experience working with engineering and product management teams preferred
• Strong understanding of digital tools, technologies, and platforms used in sales to service processes
• Exceptional leadership and team management skills, with the ability to inspire and motivate others, experience nurturing talent preferred
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making
• Strong executive presence, communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels, excellent PowerPoint skills required
• Demonstrated ability to manage multiple projects and priorities in a fast-paced environment
• Solid experience in transforming problem statements into tactical plans and delivery roadmaps
• Proven ability to formulate strategy, and demonstrated critical thinking and ability to operationalize strategy
• Strong teamwork, ability to work effectively across functions, levels and locations

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.