Director Client Success Digital Enablement

Client Services provides a world class service experience to Visas clients that begins with presales and continues through onboarding implementation of new products and services issue resolution and service optimization. The OnDemand Services & Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers effective digital solutions to clients through effortless experiences that drive client empowerment and satisfaction. Our team partners with functional leaders in Client Services Product Sales and Technology to automate service processes and develop selfservice solutions that enable a seamless user experience for clients and Visa clientfacing staff. Also we are actively working with the Client Success Management (CSM) organization to maximize client value realization from Visa products and services via digital enablement tools.

The Client Success Digital Enablement Director will drive the strategy roadmap and implementation of Visas Client Success platform including client success outcomes tracking features operational performance optimization tools and health scoring monitoring

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 23 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.

Qualifications :

Basic Qualifications

• 10 or more years of work experience with a Bachelors Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD

Preferred Qualifications

• 12 or more years of work experience with a Bachelors Degree or 810 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 6 years of work experience with a PhD
• 12 or more years of proven experience in Customer Success or similar role focusing on digital transformation and client enablement preferably in the Banking Payments or FinTech industries
• Demonstrated experience in tool evaluations/integrations with the latest technologies to drive high impact using data AI and various digital signals to drive successful client outcomes and maximize value realization from Visa services
• Passion for delivering exceptional customer experiences and driving customer success initiatives
• Domain specific knowledge of product management client facing portals/applications and a track record of delightful and simple digital first and selfservice capabilities
• Strong product intuition with ability to understand user needs and market trends envision future enhancements and translate product strategy into an actionable roadmap
• Superior presentation and storytelling skills with a keen ability to communicate the product vision and value story and build support across matrixed organization (client Services Product Sales)
• Ability to think precisely by being specific and thorough in defining product features UX flows epics and user stories
• Strong data analysis and problemsolving skills with demonstrated analytical rigor and attention to detail
• Ability to translate business requirements into technical solutions and lead credible discussions with technical and nontechnical audiences
• Comfortable working in an Agile environment and with crossfunctional and regionally distributed teams
• Ability to manage change and ambiguity with an actionorientation/drive must thrive in a dynamic environment
• Experience with Jira Jira Align and other Agile tools is preferred but not required

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 151600 to 232900 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