Director, Service Experience - job 10 of 24

The Director, Service Experience at Visa is responsible for defining the end-to-end service experience for clients, developing crucial documentation for Client Services, and leading strategic plans to improve operational efficiency. This role includes guiding global product initiatives, collaborating with various teams to influence design and support processes, and ensuring alignment with Product KPIs.

Candidates for the Director, Service Experience role at Visa should possess a strong background in business operations and client engagement, with expertise in Visa Direct Solutions, ISO message, and APIs. Critical thinking, leadership, and problem-solving skills are essential, as is the ability to work collaboratively across teams. Experience in developing and executing strategic plans is also a key requirement.

The Director, Service Experience at Visa significantly impacts client engagement by leading initiatives that enhance product offerings and ensuring that the strategies developed are implemented effectively across various teams. By influencing design and development processes and maintaining strong communication with regional teams, this role ensures that client feedback shapes product strategies.

Collaboration is a cornerstone of the Director, Service Experience role at Visa. This position requires developing partnerships with Global Product, Regional Client Services, and Technology teams to ensure that everyone is aligned and working towards common goals. The Director engages regularly with peers to provide educational insights into the product pipeline, ensuring ongoing communication and feedback.

A typical day for the Director, Service Experience at Visa involves defining service experiences, reviewing product strategies, engaging in meetings with key stakeholders, and analyzing performance data. The role also includes tracking progress on strategic initiatives and continually communicating with various teams to foster strong partnerships and assist in problem-solving.

When defining the end-to-end service experience for clients, I would begin by gathering insights into current client feedback and pain points. Then, I would engage cross-functional teams to analyze existing processes and identify areas for improvement, ensuring that all touchpoints in the client journey are cohesive and focused on enhancing satisfaction.

In my previous role, I spearheaded several product strategy initiatives where I engaged with both clients and internal teams. I focused on understanding client needs and aligning our product roadmap accordingly to ensure successful implementations that enhanced business operations.

To ensure operational efficiency, I would emphasize process standardization and training programs. Additionally, leveraging technology to automate routine tasks and analyzing data to continuously refine operations would be part of my strategy.

I prioritize product needs by assessing both client feedback and market trends, aligning them with our organizational goals. Establishing key performance indicators and involving stakeholders in this process ensures transparency and buy-in for any prioritized initiatives.

In a previous role, I encountered a complex issue during a product rollout. I dove into transaction-level details, leveraging data analysis to pinpoint the issue, then worked with the team to implement a solution while keeping all stakeholders informed throughout the process.

Effective communication is crucial. I would create detailed documentation outlining the changes and their implications, alongside hosting initial meetings and follow-up discussions to clarify and answer any questions from all relevant stakeholders.

I would prioritize open communication and actively solicit feedback from regional teams. By creating regular touchpoints to discuss challenges and facilitate a feedback loop, I can ensure that product adjustments are aligned with client needs.

KPIs are integral to my strategic planning process as they provide measurable goals that guide initiatives and evaluate success. By aligning KPIs with client needs and business objectives, I can monitor progress and pivot strategies as needed.

Certainly! I once gathered detailed feedback from clients regarding a product feature that was found challenging to use. By presenting this data to the product team, I was able to advocate for design changes that greatly improved user experience, resulting in positive client responses.

I embrace agile methodologies to foster adaptability in a scaling business. This includes iterative planning, regular feedback loops, and collaboration across teams, allowing us to rapidly respond to changing demands while maintaining high service quality.