Senior Service Experience Consultant

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa Client Services (CS) provides industry-leading operational support to Visa’s 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 cross-functional partners, primarily focused on the client delivery and support of Visa Direct Solutions. This role involves working with client-facing staff that support all client segments and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery. Additionally, this role partners with Product teams to shape go-to-market 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 post-production 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 cross-functional 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 team’s efforts in ongoing business planning, reporting, and executive status updates. 
• Deliver across the various stages of the Visa Direct Service Model from Pre-Launch through Ongoing Support.

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

• Significant experience in payment networks and especially with cross border payments with a strong understanding of regulatory compliance and risk.
• Must be a self-starter 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 layman’s terms.

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.