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.

The Go to Market Issuance Consultant serves as the intermediary between Client Services (CS) and Product. This position is accountable for the comprehensive strategy and optimization of the service experience, aligned with the full solution portfolio. Recognized as a thought leader and authority on service experiences, the consultant enhances efficiencies, drives revenue and penetration, increases client satisfaction, and refines internal operations.

This role excels in matrix management, ensuring CS stakeholders are informed about product enhancements and have input in shaping the deployment process to guarantee a scalable and straightforward enablement process from a client perspective. The consultant frequently collaborates with specialized teams as the voice of CS, developing and delivering support models for issuers, acquirers, processors, Fintechs, and merchants globally. Responsibilities may include supporting initiatives such as new products and services, enterprise/government mandated projects, partner support (e.g., DPS, Pismo), and providing internal/external SME/consulting support.

The consultant prioritizes our customers, placing them at the core of our business operations, products, and enhancements, with the objective of offering positive customer experiences through common goals and data-driven improvements.

Essential Functions

• Develop strong partnership with Product teams in order to be recognized as a key contributor to their success
• Maintain a continuous path of global CS communication to provide timely feedback to Product, stakeholders, etc.
• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
• Engage in the development and execution of Product KPI’s ensuring regional alignment
• Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product
• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
• Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions
• Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
• Support Client Services as an SME for assigned Product/Service
• Work with REST APIs and technical know-how to work with the client and with internal resources to bring products to market. Obtain knowledge of our client's host systems and applications to drive to solutions for integration. 
• Serves as primary contact for the Client Service division’s multiple support groups for designated product.
• Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.
• Ensure readiness for Business Enhancements
• This position is global in scope which will require some (limited) alternative
• work hours to accommodate regional time zones after hour/weekend releases
• 2X annually.
• Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.

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 2-3 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.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Excellent time management, organization, and planning skills are essential.
• Experience in troubleshooting complex web applications, API gateways, integration and environment issues (REST and SOAP web service calls, SSL Mutual Authentication, .Auth)
• Working knowledge of Visa Products and various aspects of Visa.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong interpersonal skills and proven abilities in negotiating with and influencing stakeholders at all levels.
• Comfort working in a flexible environment where existing processes are not established and take the initiative to develop new processes.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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 100,700 to 154,600 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related 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.