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Director, Service Experience - job 11 of 24

  • 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 execute the strategy with clients 
  • Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency 
  • Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle 
  • Lead and engage with Product to influence 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 subject matter expert in Visa Direct Solutions including knowledge of the ISO message and APIs, implementation guides, client integration options, deployment, and post-production support  
  • 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 
  • Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, ISO & API field data, and leveraging Visa tools. 
  • 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 
  • Embrace and implement new methodologies on an ongoing basis as the business scales within the organization 
  • Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision 
  • Additionally, this role requires independent leadership responsibilities such as: 
  • Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level 
  • Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy 
  • Work across business lines to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products 

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

Average salary estimate

$135000 / YEARLY (est.)
min
max
$120000K
$150000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director, Service Experience, Visa

As the Director of Service Experience at our vibrant Atlanta office, you’ll play a pivotal role in defining the end-to-end client journey and ensuring that our Client Services teams have the resources they need to execute this vision seamlessly. You'll be at the forefront of developing a strategic plan that enhances operational efficiency while migrating support across our wider teams. Your global leadership will guide product initiatives that affect clients on a business operations scale, from potential changes to existing products to the implementation of exciting new offerings. Collaboration will be key as you engage with Product teams to influence design and client engagement with feedback from the regions. You’ll also develop strong partnerships with our Global Product, Regional Client Services, and Technology teams to solidify your reputation as an essential contributor to our overall success. With your expertise in Visa Direct Solutions, including ISO messages and APIs, you will be equipped to tackle complex challenges effectively. Additionally, you’ll lead the way in defining and executing Product KPIs, ensuring alignment with regional needs. Your role will also require you to engage with Client Services peers to educate them on product pipelines while maintaining a consistent feedback loop with the Product team. This hybrid position offers flexibility, as the expectation for in-office days will be confirmed by your hiring manager. If you’re looking to make a significant impact while working on innovative solutions, this is your chance to shine in a collaborative environment!

Frequently Asked Questions (FAQs) for Director, Service Experience Role at Visa
What are the key responsibilities of the Director of Service Experience at your company?

The Director of Service Experience at our company is responsible for defining the service experience from end to end, ensuring that Client Services teams have the necessary documentation and support for execution. This role also involves leading global product initiatives that affect client operations, developing strategic plans to enhance operational efficiency, and collaborating with Product teams to influence design and support processes.

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What qualifications are required for the Director of Service Experience position?

To thrive as the Director of Service Experience, candidates should have a strong background in service management, excellent communication skills, and experience working with global product initiatives. Familiarity with Visa Direct Solutions, ISO messaging, and APIs is essential, alongside a demonstrated ability to lead teams and engage across various business lines efficiently.

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How does the Director of Service Experience collaborate with other teams?

The Director of Service Experience will engage with Global Product, Regional Client Services, and Technology teams to foster strong partnerships. This collaboration is crucial for ensuring successful product implementations and for collecting regional feedback to enhance product strategies continually. Maintaining open communication will ensure alignment on goals and initiatives.

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What makes this Director of Service Experience role exciting and impactful?

This role presents a unique opportunity to shape the client service strategy at a global scale. As the Director of Service Experience, you will lead multi-year initiatives that drive product strategy and operational excellence. Additionally, you’ll have the chance to implement innovative methodologies while addressing complex problems, making a significant impact on client satisfaction and the overall business.

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What is the work environment like for the Director of Service Experience position?

The work environment for the Director of Service Experience is dynamic and collaborative. This hybrid position allows for flexibility between working from home and the office, fostering a balance between teamwork and independent initiatives. You can expect to engage with various stakeholders while leading strategic projects that are pivotal to the company’s success.

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Common Interview Questions for Director, Service Experience
Can you describe your experience with client service strategy?

When answering this question, focus on your hands-on experiences designing service strategies that improved client satisfaction. Share specific examples where you successfully defined service processes and collaborated with various teams to achieve a common goal.

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How have you led cross-functional teams in the past?

Discuss your previous roles where you managed cross-functional teams. Highlight your leadership style, communication methods, and provide an instance where your collaborative efforts led to a successful project outcome.

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What strategies do you use to ensure alignment with global product initiatives?

Explain how you’ve ensured that your team stays aligned with the goals of global product initiatives. Include methods like regular check-ins, feedback loops, and how you integrate regional perspectives into the product journey.

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How do you track product KPIs and ensure regional alignment?

Detail your approach to identifying, tracking, and analyzing product KPIs. Discuss the tools you’ve used for tracking performance and how you’ve communicated results and adjustments to ensure that regional teams are on the same path.

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Describe a time you solved a complex problem related to service experience.

Share a specific example of a complex issue you encountered, the analysis you conducted, and the steps you took to resolve it. Emphasize your problem-solving skills and the positive impact your solution had on the service experience.

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What methods do you employ to gather feedback from regional teams?

Talk about strategies you use to collect feedback from regional teams, such as surveys, regular meetings, or collaborative workshops. Highlight how you incorporate this feedback into decision-making processes to improve service experiences.

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How would you handle resistance from team members when implementing new processes?

Discuss your approach to managing change, emphasizing empathy, communication, and involvement of team members in the decision-making process. Provide an example of a time when you successfully navigated resistance.

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What role does technology play in enhancing service experience?

Explain how technology tools and platforms can optimize service delivery, improve communication, and create more efficient processes. Share your experience implementing specific tech solutions that enhanced client interactions.

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How do you prioritize product needs and dependencies?

Describe your methods for assessing and prioritizing product needs, such as conducting stakeholder interviews, analyzing data, or using frameworks. Provide an example of how this prioritization has led to successful project outcomes.

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What’s your approach to ensuring a consistent messaging strategy across all regions?

Highlight your strategies for maintaining a consistent messaging strategy, including establishing core messaging frameworks, regular training for teams, and mechanisms for communicating updates to ensure everyone stays aligned.

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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...

11742 jobs
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Full-time, hybrid
DATE POSTED
April 21, 2025

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