Director, Service Experience - job 23 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 vibrant Atlanta location, you’ll have a significant impact on shaping the end-to-end service experience for our clients. In this role, you will take the lead in defining strategic plans that streamline support processes across Client Services teams, focusing on operational efficiency and scalability. Your day-to-day will involve collaborating closely with Product teams, where your insights will help influence design, support, and client engagement strategies. You'll not just be an advisor but a key contributor, working alongside Global Product, Regional Client Services, and Technology teams to ensure every aspect of service delivery resonates with client needs. Additionally, your expertise in Visa Direct Solutions, including ISO messaging and APIs, will underpin your role as a subject matter expert. As you develop Product KPIs and track regional alignment, you’ll also be tasked with identifying key product needs and maintaining ongoing communication with regional teams. Using your blend of technical prowess and business acumen, you’ll tackle complex problems while leading strategic initiatives aimed at enhancing the overall product offering. This is a hybrid position offering flexibility, but you’ll be expected to engage actively in-office as determined by your hiring manager. Bring your innovative spirit and commitment to excellence to redefine client experiences with us!

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

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

The Director of Service Experience is responsible for defining the comprehensive service experience for clients, developing documentation for Client Services, and shaping strategic plans for operational efficiency. This role also involves leading global product initiatives and collaborating closely with product and technology teams to enhance the overall service delivery.