Client Experience Sr Director

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 customercentric 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 improve the client experience. 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 nextgeneration leadership and talent.

The individual will collaborate closely with key stakeholders across the organization including Technology Sales Operations and Compliance Risk to build a bestinclass customer experience.

Responsibilities:

So what do we expect of you day to day

• Define and execute the product roadmap based on the Client Experience teams vision and strategy.
• Lead mentor and manage expert product development teams with significant experience in in the payment industry.
• Identify existing gaps in the client journey and propose improvements and changes to fill these gaps.
• Define metrics and establish success criteria for solutions designed to enhance the customer journey.
• 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 worldclass and diverse talent in the market whilst developing internal talent capabilities that will help Visa to thrive.

Key Capabilities:

• Strategic thinker: Has superior strategic and analytic skills and is capable of clearly communicating a longterm vision to his/her team the Company and Visas clients. Demonstrated success in embedding customercentricity and delivering product commercial strategies across crossfunctional global teams. Is integrated into the payments products industry stays current on competitive and market trends and brings those insights to inform Product strategy for the organization.
• Communication: Excellent communication presentation and storytelling skills with the ability to articulate complex and technical concepts to a variety of audiences and to influence and persuade senior stakeholders.
• Client Focus: Cultivates partnerships with current and potential customers across the payments ecosystem. Understands the current industry and can link potential client needs to future product development initiatives. Strong presence and engagement with clients.
• Team Leadership: Identify develop and lead a team of product specialists through effective people management and development programs in accordance with Visa values and practices. Foster an inclusive team culture that is collaborative and inquisitive developing bench strength and planning for succession while able to make tough decisions when required.
• Influence and Relationship Building: Exhibit relevant and consistent leadership behaviors in team management and internal interactions with peers senior management clients and thirdparty vendors. Work effectively across a global matrix organization.
• Champion for Talent: Engenders trust as a leader internally & externally championing the Visa brand for highpotential and diverse talent. Continually seeks diverse perspectives and creates an inclusive environment for collaboration through the region and Visas organization.

Personal Characteristics:

• An intellectually curious but humble leader with a high degree of compassion able to engage enable and inspire others.
• A handson approach to all activities with real passion and high levels of energy. Agile and comfortable adapting to different environments.
• Creative and resourceful in overcoming barriers and unexpected roadblocks. Courageous in spirit driving change through innovation.
• An authentic leader who intuitively engenders an inclusive environment enabling the business to reach its ambitious goals.
• Possesses high personal standards of ethics and integrity towards employees stakeholders and customers.
• Diversity of thought and experience. Continually seeks new perspectives and feedback takes an inclusive approach and engages diverse points of view.
• High levels of learningagility with a real interest in the payment ecosystem and a technology / digitalfirst approach.
• Entrepreneurial and comfortable with ambiguous and changeled environments selfconfident with an authentic style that gravitates to championing change.
• Eager to seek a challenge and expand frontiers brings a visionary approach. Sets and meets a high bar of goals and principles.
• Committed to building a community through Visas Leadership Principles.
  • Lead Courageously
  • Obsess about Customers
  • Collaborate as One Visa 
  • Execute with Excellence

Qualifications :

• The ideal candidate will bring 12 years experience in product development/management with a track record of customercentric decision making preferably in the financial/payment industry.
• 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 possessing the maturity and capability to interact and influence across multiple levels of the organization internal and external to Visa.
• Functional Product experience with a mature understanding of payment systems (card networks ACH RTP SWIFT & digital wallets) product lifecycle strategies design and execution. Technical in nature with the ability to understand and shape the details as well as set an overarching direction.
• Outstanding problem solving and analytical / decisionmaking skills through using of data. Ability to be a thought partner to Executive Leaders and peers with a focus on intellectual rigor.
• Fluency in English required.
• Fluency in Spanish is a plus.

Additional Information :

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 510% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 181100.00 to 283050.00 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on jobrelated factors which may include knowledge skills experience and location. In addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.

Remote Work :

No

Employment Type :

Fulltime