Service Experience Analyst - job 33 of 43

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 Analyst role is within Global Client Services Loyalty VAS Go-To-Market Services organization and maintain the developed operational experience in a repeatable and scalable process for Loyalty Products, a Visa proprietary application. 

Global Client Services Loyalty Go-To-Market Services organization helps issuers, merchants, and acquirers execute marketing promotions that change and reward cardholder behavior, increase revenue and build deeper, more profitable customer relationships. Our robust loyalty applications provide options for program customization and enhanced cardholder experiences, helping our clients to differentiate their loyalty programs from the competition.

The ideal candidate will be a self-motivated, highly collaborative team player who is proactive at identifying and resolving issues. This individual contributor position is based Atlanta office location.  Relocation assistance cannot be provided.

What you’ll do:

Your responsibilities will grow with the role, but the list below provides a picture of the tasks you’ll be doing at the outset:

• Develops a subject matter expertise on Loyalty services and provide proactive operational support with minimal direction.
• Liaisons with product management team to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
• Communicates technical and business changes to internal staff with various levels of technical knowledge.
• Implements methodologies for analyzing changes, identifying impacts, communicating potential impacts to Client Support staff including populating internal knowledge bases.
• Coordinates and influences cross-functional Visa teams (globally and regionally) in technology, product management, marketing, and/or client services organizations to ensure delivery on commitments.
• Responsible for own workflow assignments and take initiative to resolve problems and meet deadlines.
• Analyze and explore optimization opportunities to create seamless customer experience for our internal and external stakeholders.

What you'll bring:

• A passion for solving problems.
• A way with words that makes technical topics easy to understand.
• A keen eye for getting to the root cause of an issue.
• A love of helping people.
• An ability to manage multiple tasks and keep them all on track.
• Able to jump into projects outside of your comfort zone at a moment’s notice.

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

Basic Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 2+ years of Tier 2 level Technical Support experience is preferred.
• Basic DB knowledge, web application and Agile software development
• Advanced in Microsoft applications (Teams, Word, Excel, and PowerPoint)
• Intermediate level in Business Intelligence (BI) Reporting tools
• Strong technical aptitude with the ability to absorb technical information and apply it to business solutions.
• Extended knowledge of payment processing and/or banking industry
• Proven ability to service and support a range of internal and external customers, often in parallel and within a shifting set of priorities.
• Excellent professional communication skills

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 87,200.00 to 123,400.00 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.