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.
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The Director Service Experience is responsible for encouraging the Client Services go to market framework, to deliver client facing and internal teams crucial readiness preparation to enable successful deployment of Visa’s Core products and Infrastructure globally. Clients include issuing and acquiring financial institutions, third party processors and strategic partners. This role provides functional and technical leadership for all our clients readiness activities, including the cross functional delivery of systems and services for these products and associated initiatives. This role is accountable for the successful delivery of client readiness for key enterprise initiatives. The Director, Service Experience owns and facilitates the process end to end, this requires close collaboration with all Visa functions within Client Services, Product, Technology and Sales and directly with clients to strive for key client attestation score for mandated services. This role is a direct report to the Senior Director of Client Services, New Payment Flows.
The Director of Service Experience has responsibility for our client and our internal support teams to enable and assure their functional readiness for launches of new and enhanced Core and Infrastructure products via Business Releases or as stand-alone initiatives. This lead position will develop a team who collaborates with Product, Technology, Client Services, Sales and our external clients to develop a robust readiness plan to support the design, development and delivery of Visa’s Enterprise, Core and Access product and services. The success of the Service experience team has a direct effect on the success of our clients. The Service experience Director must lead with a highly collaborative style with all adjacent teams to ensure the voice of the customer is paramount. They will have a strong working knowledge of the multiple touchpoints within Visa’s core product and infrastructure services to influence stakeholders and demonstrate knowledge of the core operations with confidence.
The role of the Director Service Experience will act as the liaison between Government Solution functions, Treasury as a service, Product, Technology and regional Client Services teams. To engage early in the product development process to provide input in the design and development stage, to define implementation and support requirements, and translate them into CS needs to successfully communicate, educate and deploy Visa’s products and initiatives to our clients. Service experience collects feedback from CS stakeholders as well as clients to ensure continued improvement to processes and products.
The Director, Service Experience is responsible for setting strategic direction, and applying a working knowledge of Visa and Visa products, systems and procedures. This role is responsible for a team solving complex problems and taking a broad perspective to identify creative solutions.
Team management, direction and a continuous focus on client and employee experience and process improvement
Highly effective collaborator working across Global and Regional teams and multiple functions
Significant Client Services experience to continuously improve our implementation processes, tool requirements and support requirements for the roll-out of new products and services
Acts as the operational commander for all Regions during the BER release cycle and with the support of the BER SMEs within the team, retain a good working knowledge on BER activity to inform and influence as needed
Works across Client Services to enable the deployment of Core and Infrastructure products, enhancements, and initiatives
Acts as the EU Service Experience lead on behalf of Client Services working with the Product and
Technology teams, ensuring we have a single voice internally and externally and can identify and remove any obstacles that may arise during our Product Development Delivery Process.
Transitions products and services to core Client Services support and Implementations teams to reach market scalability goals
Working with PDDP and Cluster to maximize the adoption of the product and ensure efficient support for existing and new use cases
Responsible for managing risks across all Core Product, Enterprise and Infrastructure initiatives and enhancements as part of the first line of defense for Visa’s risk management model
Leads internal process re-engineering initiatives to deliver enhancements that can be adopted by the various stakeholders to improve product adoption and support delivery
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.
Bachelors degree or equivalent experience. Requires a demonstrated ability in a customer support role in financial services, payment card.
Develop positive relationship with Government Product teams
Regularly engage CS stakeholders to keep them abreast of Product initiatives, but also gain their input on defining the best path forward for implementation and support, Global and regionally.
Maintain a continuous path of global communication to provide timely feedback to Product
Develop necessary documentation to educate CS and to ensure they have the needed artifacts to educate execute the strategy with the clients
Drive global KPI’s, Product strategy and goals with regional alignment
Identify 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 alignment
Define and execute global playbook, with processes, appropriate artifacts and standards applicable to all regions
Engage regularly with regional peers to socialize and educate details of the Product pipeline to the regions, define processes and artifacts applicable to all regions and gather feedback to modify the approach with regional nuances
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.