Director, Service Experience - job 8 of 24

The Director, Service Experience is tasked with defining the entire client service journey and ensuring our Client Services teams have the resources they need to execute effectively. This role involves crafting strategic plans for support migrations, leading global product initiatives affecting client business operations, and developing strong partnerships across teams. The director also focuses on analyzing transaction data, tracking product KPIs, and implementing new methodologies while maintaining a continuous feedback loop with clients.

To thrive as the Director, Service Experience, candidates should possess a blend of technical expertise and business acumen, along with comprehensive knowledge of Visa Direct Solutions, ISO messages, APIs, and deployment processes. Experience in leading strategic initiatives, engaging cross-functional teams, and demonstrating independent leadership is essential. Excellent communication skills and the ability to influence stakeholders at all levels are critical for success in this role.

The Director, Service Experience plays a vital role in shaping product strategy by engaging closely with Product teams to influence design, development, and client engagement processes. By analyzing regional feedback and maintaining open communication, the director helps define product needs, measure success, and track progress, ensuring that our service offerings align with client expectations and market demands.

The Director, Service Experience position offers a hybrid work culture that balances in-office collaboration with flexible remote work options. While the specific number of in-office days will be determined by the hiring manager, team members can expect a supportive environment that facilitates teamwork and innovation while accommodating individual scheduling needs. This flexibility is designed to enhance productivity and work-life balance.

Key performance indicators for the Director, Service Experience include metrics related to client satisfaction, operational efficiency, and product implementation success. The director is responsible for engaging in developing and executing these KPIs while ensuring regional alignment. Tracking the status of product needs and dependencies while fostering strong partnerships across teams is also crucial for achieving these benchmarks.

In answering this, share specific examples of strategies you've designed that improved client satisfaction and operational efficiency. Emphasize your ability to assess client needs, collaborate with teams, and adapt strategies based on feedback and metrics.

Discuss your approach to prioritization, such as using frameworks like the Eisenhower Box, stakeholder input, and data analysis. Explain how you balance immediate needs with long-term goals while maintaining open lines of communication with all relevant parties.

Highlight your unique combination of skills, experiences, and knowledge that aligns with the job responsibilities. Focus on your leadership style, technical expertise, and past achievements that demonstrate your ability to influence product development and enhance client services.

Use the STAR method to outline the Situation, Task, Action, and Result. Describe your approach to communicating the change, addressing concerns, and leading your team to successful implementation while maintaining morale.

Talk about specific metrics you track, such as client feedback, resolution times, and efficiency improvements. Also, mention your methods for collecting and analyzing this data to inform future strategies.

Give examples of conflict resolution techniques you’ve employed, such as open dialogue, mediation, and collaborative problem-solving. Emphasize your focus on finding solutions that benefit the team and enhance productivity.

Discuss your expertise regarding Visa Direct Solutions, detailing your knowledge of ISO messages, APIs, and the implementation process. Sharing a specific case study or project you led can help illustrate your familiarity and competence in this area.

Emphasize the value of diverse perspectives and expertise that different teams bring to the table. Explain how successful collaboration leads to more innovative solutions, better client experiences, and greater alignment on objectives.

Share the resources you utilize, such as industry publications, networking events, webinars, and professional organizations. Highlight your commitment to continuous learning and adaptation in the rapidly evolving IT landscape.

Discuss personalized approaches you take to mentoring, such as setting clear objectives, providing constructive feedback, and offering opportunities for professional development. Share how you encourage team members to take initiative and grow in their roles.