Director, Service Experience - job 22 of 24

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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

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What You Should Know About Director, Service Experience, Visa

As the Director of Service Experience at our Atlanta office, you will take the reins to define and enhance the end-to-end service experience for our clients. This role calls for a proactive leader who will work closely with Client Services to develop essential documentation and artifacts that empower the team to execute service strategies effectively. You'll craft and implement a strategic plan aimed at optimizing support across our Client Services teams, focusing on operational efficiency and consistency. In addition, you will globally lead product initiatives that affect clients, shaping both existing and new product implementations with a keen understanding of business operations. Your collaboration with Product teams will influence design and development, ensuring feedback from regions and clients is prioritized. As an expert in Visa Direct Solutions, you will analyze ISO messages and APIs, guide regional teams through the product pipeline, and track key performance indicators to align goals. With a commitment to continuous improvement, you will innovate methodologies as our business scales. Your leadership will require strong communication skills to drive strategic initiatives and engage with various teams across the organization. This hybrid position allows for flexibility, with in-office days confirmed by your hiring manager, giving you the freedom to work in a way that suits your style while making a significant impact on our clients' experiences.

Frequently Asked Questions (FAQs) for Director, Service Experience Role at Visa

What are the primary responsibilities of the Director of Service Experience at the company?

The Director of Service Experience will focus on defining the end-to-end client service experience, leading the development of documentation for Client Services, and designing strategic plans to enhance operational efficiency. This role also involves collaborating with various teams, including Product and Technology, to influence the development, implementation, and support of products that affect clients, making it integral to the company's service delivery.