Sr Service Experience Consultant

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 product and Technology bringing the voice of the customer into the design development and successful deployment of Visa products and services. and enabling our client facing teams to deliver and scale new products services and initiatives into the market.

CS is also responsible for a host of critical services that support the broader Visa organization and clients including Visa Rules management cardholder disputes compliance client testing and configuration and client tools. The team also provides support for Visas DPS CyberSource and Authorize businesses. Across time zones and borders we provide clients with a comprehensive set of services including onbehalfof contact center support to the end consumer and merchant. We are trusted partners to Visas clients providing expertise to support and successfully grow their business.

The Sr. Consultant Service Experience will focus on Visa Commercial Data Solutions and will operate as an individual contributor 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 Commercial Service.  This role involves working with clientfacing staff that support financial institutions and collaborating with crossfunctional leaders to drive requirements for bestinclass client service delivery.

The Sr Consultant provides technical expertise project management and support to the Visa Commercial Services (VCS) Client Service Delivery team and is responsible for efforts to optimize performance of platforms drive supportability help prioritize resolution to client problems clientfacing release management change management and align external communications.  Additionally this role will partner with Product teams to shape gotomarket strategies and processes and ensure the needs of the VCS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services.  This may include contributing to product roadmaps enhancement requests and creating/coordinating the development of artifacts such as implementation guides training client communications FAQs etc.

This role is expected to be a specialist across all Visa Commercial Data Solutions products coming into the region working across the organization crossfunctionally and globally developing key internal partnerships achieving results through influence and executing through collaboration to successfully and continuously improve operations.  This role requires a clientfocused mindset with the perseverance to drive longerterm change for an evolving business and service model.  

Essential Functions

• Assesses and leads initiatives that may impact clients and clientfacing staff from a business perspective including changes to existing products implementations of new features and releases.  Ensures communication objectives are achieved and unanticipated impacts are mitigated
• Liaise with Product and Technology teams to identify support and implementation requirements for product and services
• As a subject matter expert acquire and maintain a deep understanding of supported services to assist with training and advise internal implementation and support teams on product functionality
• Coordinate with internal business and technology teams to capture requirements define scope and identify implementation strategies for complex client data services products and capabilities
• Provide consulting and technical expertise to structure an effective implementation approach
• Perform impact assessments to ensure overall effectiveness of the support organization
• Implement methodologies for analyzing change identifying impacts and communicating potential impacts (change management)
• Oversees programs and action plans aligning efforts of the VCS Client Service Delivery organization with other key Visa stakeholders
• Manages a suite of projects to deploy and enhance the VCS support model support capabilities and client service
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales Product Technology Risk and Legal.  Brings the Voice of the Client to crossfunctional teams.  Influences prioritization and product roadmap
• Monitor activation of product/service changes proactively identifying and manage any processing or business issues experienced at golive.  Facilitates release management from a client point of view.
• Develops internal and external communications (release status meeting minutes dashboards etc. providing regular and consistent updates to appropriate parties
• Selfmanage operational initiatives issues events special projects and unique clientdriven requests
• Drives prioritization of issues and platform defects with crossfunctional leaders to achieve KPIs and solve for client needs
• Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. 

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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 cards payments networks or B2B payments
• Previous experience with implementations client consulting and client support
• Experience working in multilevel operations groups and different clientfocused service models including previous experience working with contact centers
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives
• Demonstrated experience (at least 5 years) managing complex implementations using strong project management discipline.
• Six Sigma and/or PMP certification preferred
• Demonstrated experience learning and working with complex integrated platforms
• Ability to comprehend and articulate complex technical concepts or processes into laymans terms
• Selfstarter with a demonstrated ability to independently learn develop skills and achieve results as part of an effective team
• Experience managing data migration or integration projects
• Experience working with financial data and knowledge in secure communication protocol such as SFTP FTP/S and HTTPS.
• Experience tools and techniques for combining data from different sources to provide a unified view such as ETL (Extract Transform Load) processes and data integration platforms
• Demonstrated ability to solve complex crossfunctional issues exercising critical thinking and sound judgment
• Track record of building and maintaining strong business relationships with internal and external stakeholders
• Strong understanding of Information Technology Security Compliance and Service Management concepts
• Handson experience in managing sensitive situations providing client consultative support and driving crossfunctional remediation and solutions
• Experience building metrics and KPIs that measure operational performance
• Proven ability to set priorities meet deadlines influence others and manage customer expectation
• Strong oral and written communications
• Proficient with MS Office tools (e.g. MS Project Excel PowerPoint Word Visio etc..
• Experience for creating visual representations of data to help users understand trends patterns and outliers such as dashboards and reports.
• Demonstrated Influencing and negotiation skills

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 to 175400 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