Director, Service Experience - job 13 of 24

The Director of Service Experience at our Atlanta office is responsible for defining the end-to-end service experience for clients, developing documentation to support Client Services, and leading global product initiatives. This includes addressing operational efficiency and ensuring product changes align with client needs. Additionally, the role requires regular engagement with Product teams to ensure that client feedback influences design and implementation processes.

To become the Director of Service Experience in Atlanta, candidates typically need a strong background in client services or product management. Experience with Visa Direct Solutions and familiarity with ISO messaging and APIs is essential. Leadership skills and the ability to influence cross-functional teams are also critical, along with a blend of technical expertise and business acumen to effectively tackle complex challenges.

The Director of Service Experience collaborates closely with Global Product, Regional Client Services, and Technology teams to facilitate effective communication and create alignment on product initiatives. This role requires building strong partnerships to ensure client feedback is integrated into product strategies and that operational processes are followed efficiently across all regions.

Success as the Director of Service Experience requires excellent communication skills, problem-solving abilities, and a solid understanding of both technical and operational aspects of the business. A proactive approach to workflow management, adaptability to new methodologies, and the ability to lead strategic initiatives across multiple business lines will also be integral to thriving in this role.

The hybrid working model for the Director of Service Experience position allows for a blend of in-office and remote work days. Specific expectations regarding in-office presence will be confirmed by your hiring manager, providing flexibility while ensuring collaboration and engagement with the team.

When answering this question, highlight specific examples of service strategies you've developed in past roles, focusing on outcomes and improvements in client satisfaction. Discuss your approach to understanding client needs and how your strategies helped shape client interfaces or processes.

Emphasize your communication strategies, tools, and approaches in facilitating discussions among diverse teams. Provide examples of past collaborations and the impact they had on product initiatives or service improvements to illustrate your successful management style.

Discuss your method for collecting, analyzing, and integrating client feedback into product development. Mention specific tools or surveys you've employed and illustrate how acting on that feedback led to enhancements in client experience.

Provide an example where you effectively influenced stakeholders to adopt new strategies or approaches. Focus on how you communicated your vision, supported your case with data or feedback, and ultimately achieved the desired change.

Discuss your experience in gathering insights from different regions and how you incorporate those insights into product strategy development. Mention techniques you use to ensure that product updates meet the diverse needs of your global clientele.

Talk about specific KPIs that align with service experience goals, such as client satisfaction scores, Net Promoter Scores (NPS), response times, and resolution rates. Explain how you use these metrics to inform decisions and improve service delivery.

Describe your approach to recognizing and leveraging the strengths of team members from various backgrounds. Highlight the importance of fostering inclusivity and collaboration for tackling challenges effectively.

Emphasize how you leverage technology to enhance client services, improve processes, and streamline operations. Provide examples of any tools or software you have implemented that have positively impacted service delivery.

Share your methods for keeping updated, such as attending webinars, subscribing to industry newsletters, or participating in professional groups. Mention how you apply this knowledge to adapt your strategies to stay ahead in the service experience landscape.

Discuss your strategies for resolving conflicts, emphasizing your communication style and conflict resolution skills. Provide an example of a successful resolution that resulted in a better understanding or improved service performance.