Sr Service Experience Consultant
Sr Service Experience Consultant
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Salary Not Disclosed
1 Vacancy
Job Description
Visa Client Services (CS) provides industryleading operational support to Visas clients around the world. With our deep knowledge and expertise we are a key internal partner to the Visa Direct Product and Technology teams bringing the voice of the customer into the design development and successful deployment of Visa Money Movement Solutions.
The Sr. Consultant Service Experience operates as an individual contributor and is responsible for driving operational excellence continuous improvement and client engagement in collaboration with crossfunctional partners primarily focused on the client delivery and support of Visa Direct Solutions. This role involves working with clientfacing staff that support all client segments and collaborating with crossfunctional leaders to drive requirements for bestinclass client service delivery. Additionally this role partners with Product teams to shape gotomarket service strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and services offerings. This includes contributing to product roadmaps enhancement requests and creating/coordinating the development of all artifacts which are critical to the successful servicing of a product.
Essential Functions include:
- Become a Visa Direct Solutions Operational subject matter expert including knowledge of the APIs onboarding launch and postproduction support and technical implementation guides.
- Partner closely with Product Technology and Client Services (CS) teams across Visa and acquisition partners to provide expertise and requirements to the initial product design & development (including data strategy & requirements).
- Be comfortable designing and building/refining the Service Model to make processes repeatable and scalable by collaborating with other teams across CS.
- Drive Client Implementation for Beta Implementations & New Builds by directing crossfunctional teams to successfully implement strategic clients and partners with Visa Direct.
- Own and drive follow ups related to client awareness of platform releases key Visa Direct services products regulatory mandates and pricing to ensure client enablement and readiness.
- Provide consulting and support to regional product fulfillment teams as markets mature to support and share best practices across regions.
- Support teams efforts in ongoing business planning reporting and executive status updates.
- Deliver across the various stages of the Visa Direct Service Model from PreLaunch through Ongoing Support.
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:
- 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
- Hands on experience with payment networks and especially with cross border payments with a strong understanding of regulatory compliance and risk.
- Knowledge in application programing interfaces (APIs) gateways.
- Previous experience with implementations client solutioning and client support.
- Experience working in multilevel operations groups and different clientfocused service models.
- Demonstrated experience (at least 5 years) managing complex implementations using strong project management discipline.
- Ability to comprehend and articulate complex technical concepts or processes into laymans terms.
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 120900.00 to 175400.00 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
Employment Type
Full-time
