Data & Insights Consultant, Global Service Excellence

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.

Client Services works with issuers, acquirers, processors, and merchants worldwide to develop and deliver on our commitment to be the best way to pay and be paid.  To deliver on this critical mission, we must continually assess and improve our performance both internally and how we support our clients.  

Reporting to the Director of Service Level Management within the Global Service Excellence function, this role will help transform data into actionable insights that drive both internal business and client value. In this role, you will use strong analytical skills, contextual business sense and a creative flair to develop robust data assets, reporting capabilities, and KPI dashboards to monitor and report on the service level performance for Visa’s products and services, whilst uncovering critical insights to ensure our clients satisfaction is maintained. 

• Provide automated or streamlined solutions for our data and reporting service level management needs 
• Analyze data to draw accurate conclusions regarding product and services performance, trends, and issues (current and/or potential) 
• Use experience, expertise, and data analysis to collaborate with manager, team members and stakeholders in the identification of corrective action to increase efficiency, improve performance and meet or exceed targets. 
• Provide information to convey trends, consumption, and performance consistently and succinctly to leadership, business partners and clients 
• Configure new Service Level Agreements within tool and ensure linkage to Operational Level Agreements 
• Manage and triage service level requests 

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
• Strong analytical ability with proven proficiency in synthesizing data into meaningful and digestible data points and actions, with SQL skills required
• Experience with automation is mandatory
• Experience visualizing data with Tableau is highly desirable or familiarity with similar tools such as Power BI, MicroStrategy, etc. are nice to have
• Familiarity with CRM tools such Microsoft Dynamics and ServiceNow are good to have
• Demonstrated ability to communicate clearly and persuasively (verbal and written) ideas, issues, and recommendations.
• Experience in working with clients and stakeholders located at different geographies of the world
• Must be proficient in all MS Office applications with advanced Excel spreadsheet 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 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.