Senior Service Experience Consultant
Senior Service Experience Consultant
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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.
You will operate as an individual contributor and be 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 5. 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 :
- Significant experience in payment networks and especially with cross border
- payments with a strong understanding of regulatory compliance and risk.
- Must be a selfstarter with proven abilities in organizational conceptual and
- logical problem solving.
- Customer focus with proven ability to establish productive working
- relationships with staff and management at all levels.
- Ability to set priorities and manage customer expectations. Work both as part
- of a team and independently.
- Strong technical aptitude with the ability to absorb technical information and
- apply to business solutions.
- Proficiency providing technical and consultative support to external customers
- and identify business needs.
- Demonstrate ability to work in a complex organization to determine business
- and customer needs providing the best solution to meet those needs.
- Ability to comprehend and articulate complex technical concepts or processes into laymans terms.
Additional Information :
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.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
