Senior Consultant - Service Experience

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. CS 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. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development, and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products like Visa Direct in the market.

As a pivotal player in our Service Experience Value-Added Services (SE VAS) team, you'll be at the forefront of transforming client journeys across Visa Issuing Solutions. Your expertise will be the bridge connecting Product and Technology, infusing the customer's voice into the creation, deployment, and success of Visa products and services.

Imagine yourself as the catalyst, enabling our client-facing teams to launch and scale Issuing Solutions in the marketplace, and transforming the CS Issuing Solutions organization within VAS to flawlessly empower our clients across product lines.

You'll be the champion of consistency, ensuring a seamless approach to all aspects of client integration and servicing, regardless of client type or product. In collaboration with key stakeholders across CS, you'll identify improvement opportunities, implement innovative changes, and track progress to ensure continuous growth.

Strong candidates are self-motivated, adapt quickly to change, have the ability to learn, and are willing to challenge and ask questions in order ensure an optimized client experience.

The What

• Collaborate with product and technology teams, offering valuable insights into design, development, implementation, client engagement, and support processes, driving faster time to market, lower service intensity, and increased client satisfaction.
• Foster cross-functional relationships across the organization, facilitating collaboration and driving initiatives to embed Customer Experience (CX) into projects and operations.
• Stay ahead of the curve by identifying support or implementation gaps prior to product rollouts and spearhead the resolution of these gaps, ensuring smooth and successful launches.
• Boost Client Service (CS) efficiency by defining and spearheading process improvement initiatives, transforming the way we work and serve our customers with a significant focus on automation.
• Implement robust methodologies for analyzing changes, identifying impacts, and communicating potential impacts to CS, product, and technology partners, including enriching internal knowledge bases. Your role will be pivotal in ensuring everyone is on the same page and prepared for any changes.
• Proactively identify and design opportunities to increase service quality and/or efficiency
• Act as the Voice of CS and the Customer when escalating issues to Product/Technology
• Help the teams drive efficiencies through prioritization, potential automation and new tools, enhancements.
• Develop presentation material and confidently present complex payment changes, processes, and initiatives to stakeholders, such as client, product and operational teams. Must be able to provide clear directions and processes in a manner that demonstrates leadership and

The How

• Self-motivated and driven to get the right things done efficiently (comfortable prioritizing).
• You have a can-do attitude and also know how to handle disruption and pivots with grace.
• Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
• Comfortable having difficult conversations while achieving a collaborative and positive outcome.
• Enjoys learning and has a technical aptitude.
• Team player that can challenge the status quo without offending, and aligning audience to the common goal.
• You use data to help support decisions and prioritization.

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.

Requirements

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Requires 7-10 years’ experience in customer support, product/project management or product development in the payments industry
• Strong knowledge of Visa products and services including working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the 'grey area' where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Organized self-starter, result oriented, and a passion for scaling new products
• Customer focus with validated ability to establish productive working relationships with staff and management at all levels
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Sharepoint, Teams etc.)
• Experience using Visanet tools such as TLC, TRA, Splunk, Jira, etc.