Director, Service Experience - job 3 of 24

The Director of Service Experience is responsible for defining the entire client service experience, developing documentation to facilitate knowledge sharing, and leading global product initiatives. This role also includes the creation of strategic plans to enhance support efficiency, engaging with product teams, and acting as a subject matter expert on Visa Direct Solutions.

Candidates for the Director of Service Experience position should possess strong leadership skills, extensive knowledge of Visa Direct Solutions, and experience in client engagement strategies. A deep understanding of ISO messaging, APIs, and product implementation guides is essential, along with proven expertise in business operations and the ability to influence cross-functional teams.

Success in the Director of Service Experience role requires a blend of technical expertise, business acumen, and exceptional interpersonal skills. Candidates must be adept at communicating across various levels, solving complex problems independently, and managing multiple initiatives while ensuring operational consistency across regions.

Cross-team collaboration is crucial for the Director of Service Experience as it enables the alignment of product strategies with Client Services operations. Building partnerships with Global Product, Regional Client Services, and Technology ensures that client feedback is respected and integrated into product development, fostering a comprehensive and effective client experience.

Candidates can expect a dynamic workflow that includes developing strategic plans, leading initiatives, engaging with various teams, and solving operational challenges independently. Daily tasks will involve continuous communication with cross-functional teams, providing insights on product strategy, and monitoring the execution of service experience improvements.

Defining the end-to-end service experience involves understanding client needs at every interaction point, ensuring that all communications and processes are documented clearly, and continuously seeking feedback to make necessary improvements that enhance the overall client journey.

When influencing product strategy, I leverage data and client feedback to present compelling cases for changes. An example would be my involvement in a project where I identified key client concerns through surveys and worked closely with the Product team to adjust features accordingly, which improved client satisfaction scores significantly.

I apply a structured problem-solving approach that involves analyzing transaction details, consulting ISO/API field data, and collaborating with cross-functional teams to identify root causes of issues. This collaborative analysis ensures that we tackle problems from multiple angles.

I focus on streamlining processes by assessing current workflows, identifying bottlenecks, and utilizing technology to automate manual tasks. Regular training sessions for the team also help ensure everyone is aligned with optimized practices.

Feedback is instrumental in my decision-making process. I actively seek input from my team and clients, using this information to guide strategic choices and adapt our service protocols. Maintaining open channels for feedback fosters an environment of ongoing enhancement.

Building relationships involves consistent communication and collaboration. I prioritize face-to-face meetings, shared goals, and encouraging informal interactions to foster trust and open dialogue, which leads to stronger teamwork.

To prioritize key product needs, I rely on a criteria-based framework that assesses urgency, client impact, and resource availability. By involving regional teams in this process, we can make informed decisions that reflect the overall business objectives.

To engage stakeholders effectively, I share clear, concise updates, use data to demonstrate potential impacts, and invite them to participate in discussions. Engaging them early in the process fosters buy-in and enthusiasm for initiatives.

I measure success using a mix of quantitative metrics, like client satisfaction scores and qualitative feedback from client interactions. Regular reviews of these metrics help shape future initiatives and highlight areas for further growth.

Being a subject matter expert in Visa Direct Solutions allows me to provide valuable insights during product development, ensure that implementations meet client needs, and serve as a reliable resource for training and support within the team.