Sr. Service Experience Consultant - job 2 of 7

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 Senior Consultant, Service Experience for Client Services is responsible for the client service experience for new product launches and optimization of existing products within the Growth & Data the portfolio of products globally. Accountability spans across end-to-end service experience from pre-sales to full product activation, with the goal to standardize across the regions and optimize products within the Growth & Data Solutions offerings in alignment with Visa’s Integrated Service Experience Architecture

Essential Functions

• Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients
• For new products and initiatives, incubate onboarding and implementations, create SLAs and implementations blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and global Client Care organization.
• Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency
• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
• Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success
• Become Growth & Data products subject matter expert in Client Services including knowledge of the processing requirements, APIs, implementation guides, client integration options, deployment, and post-production support
• Use technical expertise blended with business acumen to solve complex problems independently ·  
• Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product
• Engage in the development and execution of Product KPIs, ensuring regional alignment
• Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

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

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 work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), or a minimum of 3 years of work experience with a PhD. Product/project management or product development in the payments industry is a plus
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists.
• Ability to communicate complex, technical concepts in a focused and well-organized manner
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
• Ability to work in the “grey area” where answers may not be known but need to be developed
• Excellent verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment
• Demonstrated understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Exhibit advanced planning, organizational and problem-solving skills
• Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs\
• Functional Project management experience in a client facing role
• Subject Matter Expertise in areas such as cryptocurrency transactions, blockchain technology, AI and digital assets to support new payment technologies
• Strong understanding of machine learning techniques, neural networks, and deep learning frameworks.
• Knowledge of industry standards and best practices related to AI and machine learning.

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 120,900.00 to 175,400.00 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.