Director, Service Experience - job 5 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

$125000 / YEARLY (est.)

min

max

$100000K

$150000K

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What You Should Know About Director, Service Experience, Visa

Are you ready to take the helm of client satisfaction at Visa as the Director, Service Experience? This role in our vibrant Atlanta office offers a unique opportunity to define the end-to-end service experience for our valued clients. You will spearhead initiatives to ensure our Client Services teams are armed with all the necessary documentation and artifacts to implement effective strategies seamlessly. A pivotal part of your mission will involve crafting a strategic plan that transitions support responsibilities across the broader Client Services teams, with an emphasis on enhancing operational efficiency and ensuring scalability and consistency across all engagements. You will be at the forefront of global product initiatives that directly influence our clients, from implementing new products to managing changes in our existing offerings. Collaborating closely with various global teams, you will help drive a seamless product experience, while also becoming a subject matter expert in Visa Direct Solutions. You will analyze transaction data, engage in the development of vital product KPIs, and foster communication within regions to provide valuable feedback to our Product teams. Leading cross-business line initiatives, you will ensure that product strategies are not only innovative but informed by comprehensive client data and regional insights. This hybrid position allows you to blend your leadership capabilities with technical expertise, ensuring that you can solve complex challenges while driving client engagement. Ready to influence the future of service excellence at Visa? Join us in shaping the client experience!

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

What are the main responsibilities of a Director, Service Experience at Visa?

As a Director, Service Experience at Visa, you will oversee defining the end-to-end client service experience while ensuring your Client Services teams are equipped with all necessary documentation for strategy execution. You will also lead initiatives for operational efficiency and contribute to the broader product development process to align with client needs and expectations.