Director, Service Experience - job 20 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

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Director, Service Experience, Visa

As a Director of Service Experience at our Atlanta office, you'll play a pivotal role in shaping how clients interact with our services. Your primary objective will be to define the end-to-end service experience, ensuring that our Client Services team has all the necessary tools and documentation to effectively implement the strategy. You will strategically migrate support functions to larger Client Services teams, emphasizing operational efficiency and scalability. By leading global product initiatives, you'll have the chance to make impactful changes not only to existing products but also to the release cycles of new offerings. Your partnership with Product teams is crucial; your insights will influence design and implementation processes, ensuring regional feedback is integrated into the client engagement strategies. As a subject matter expert in Visa Direct Solutions, you will leverage your technical knowledge to navigate the complexities of transactions and integrations, working closely with Global Product and Regional Client Services teams. Additionally, you will work on developing Product KPIs and tracking the areas that matter most to our clients. Your independent leadership in managing workflow, problem-solving, and strategic initiative representation will be vital. The role requires a blend of technical expertise and business acumen, and your contributions will be recognized as you drive consistency and excellence in client service. This hybrid position allows for flexibility; specific in-office days will be determined by your hiring manager, adapting to the needs of the team and the business.

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

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

The Director of Service Experience will define the client service experience, oversee global product initiatives, and develop strategies that enhance operational efficiency. This role involves engaging with various teams to ensure that our product offerings meet client needs while maintaining high service standards.