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Service Experience Analyst - job 7 of 43

The Analyst role is within Global Client Services Loyalty VAS Go-To-Market Services organization and maintain the developed operational experience in a repeatable and scalable process for Loyalty Products, a Visa proprietary application. 

Global Client Services Loyalty Go-To-Market Services organization helps issuers, merchants, and acquirers execute marketing promotions that change and reward cardholder behavior, increase revenue and build deeper, more profitable customer relationships. Our robust loyalty applications provide options for program customization and enhanced cardholder experiences, helping our clients to differentiate their loyalty programs from the competition.

The ideal candidate will be a self-motivated, highly collaborative team player who is proactive at identifying and resolving issues. This individual contributor position is based Atlanta office location.  Relocation assistance cannot be provided.

What you’ll do:

Your responsibilities will grow with the role, but the list below provides a picture of the tasks you’ll be doing at the outset:

  • Develops a subject matter expertise on Loyalty services and provide proactive operational support with minimal direction.
  • Liaisons with product management team to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
  • Communicates technical and business changes to internal staff with various levels of technical knowledge.
  • Implements methodologies for analyzing changes, identifying impacts, communicating potential impacts to Client Support staff including populating internal knowledge bases.
  • Coordinates and influences cross-functional Visa teams (globally and regionally) in technology, product management, marketing, and/or client services organizations to ensure delivery on commitments.
  • Responsible for own workflow assignments and take initiative to resolve problems and meet deadlines.
  • Analyze and explore optimization opportunities to create seamless customer experience for our internal and external stakeholders.

What you'll bring:

  • A passion for solving problems.
  • A way with words that makes technical topics easy to understand.
  • A keen eye for getting to the root cause of an issue.
  • A love of helping people.
  • An ability to manage multiple tasks and keep them all on track.
  • Able to jump into projects outside of your comfort zone at a moment’s notice.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Average salary estimate

$70000 / YEARLY (est.)
min
max
$60000K
$80000K

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 Service Experience Analyst, Visa

Welcome to your next exciting career opportunity as a Service Experience Analyst with Visa in Atlanta! In this unique role, you’ll become an integral part of our Global Client Services Loyalty VAS Go-To-Market Services team. Your mission will be to help maintain a seamless operational experience for our Loyalty Products, a proprietary application designed to elevate client interactions and customer loyalty. You'll be at the forefront of developing subject matter expertise on Loyalty services, ensuring clients receive exceptional support and guidance. This isn’t just about crunching numbers; it’s about collaborating with cross-functional teams and communicating effectively with stakeholders who might not share your technical background. You’ll coordinate and influence teams across technology, product management, and marketing to deliver outstanding solutions that enhance client relationships. If you're the kind of person who finds joy in solving problems, has a knack for simplifying complex ideas, and thrives in a fast-paced environment, this position will allow you to shine! You’ll be responsible for analyzing operational changes, identifying improvements, and ensuring that our clients have the best possible experience. Just remember, this role is all about teamwork and proactive communication. If you've got the passion to elevate customer experiences, then this is the perfect role for you. Please note that this is a hybrid position and the specific days in the office will be determined once you join our team. We can't wait to see how you'll make an impact at Visa!

Frequently Asked Questions (FAQs) for Service Experience Analyst Role at Visa
What are the primary responsibilities of a Service Experience Analyst at Visa?

The primary responsibilities of a Service Experience Analyst at Visa include developing subject matter expertise on Loyalty services, providing operational support, coordinating with cross-functional teams to resolve gaps prior to product rollouts, and analyzing changes to enhance customer experiences. The analyst also communicates effectively with internal staff and takes initiative in handling their workflow assignments.

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What skills are essential for a Service Experience Analyst role at Visa?

Essential skills for a Service Experience Analyst at Visa include strong problem-solving abilities, excellent communication skills to convey technical concepts in an understandable way, and the capacity to manage multiple tasks effectively. Additionally, a love for helping others and a proactive mindset are crucial to thrive in this role.

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Is this a remote position for the Service Experience Analyst role at Visa?

The Service Experience Analyst position at Visa offers a hybrid work model, meaning you will have the flexibility to work both in the office and remotely. However, the specific days required in the office will be confirmed by your hiring manager after you join the team.

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What is the ideal background for a Service Experience Analyst at Visa?

The ideal background for a Service Experience Analyst at Visa includes experience in client services, operational support, or a related field, particularly within loyalty and marketing sectors. Knowledge of technical and business processes that impact customer experiences will be beneficial.

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What can I expect during the onboarding process for the Service Experience Analyst position at Visa?

During the onboarding process for the Service Experience Analyst role at Visa, you can expect comprehensive training that covers the Loyalty services, tools used within the organization, and procedures necessary for providing exceptional client support. You’ll also meet your team members and learn about cross-functional collaboration.

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Common Interview Questions for Service Experience Analyst
How do you approach problem-solving as a Service Experience Analyst?

When approaching problem-solving as a Service Experience Analyst, I focus on clearly defining the problem and gathering as much information as possible. I then analyze the root cause, collaborate with team members for insights, and brainstorm potential solutions. My goal is always to find the most efficient and effective resolution that enhances client satisfaction.

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Can you explain how you would communicate complex technical information to non-technical stakeholders?

To communicate complex technical information to non-technical stakeholders, I would first simplify the concepts using everyday language and relatable examples. I would also use visuals or diagrams when necessary to illustrate key points, ensuring that I remain patient and responsive to any questions they might have.

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What do you think makes an exceptional customer experience?

An exceptional customer experience is characterized by responsiveness, personalized interactions, and effectively addressing client needs. It involves actively listening to the customer, understanding their challenges, and providing tailored solutions that make them feel valued. I strive to create meaningful connections with clients that foster loyalty.

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Describe a time when you had to work with a team to implement a solution.

In my previous role, I worked on a project requiring collaboration between different departments to implement a new client support tool. I facilitated meetings to align our objectives, encouraged open communication, and kept everyone updated on progress. Our teamwork led to the successful implementation of the tool, resulting in improved response times and client satisfaction.

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How do you prioritize tasks when managing multiple responsibilities?

When managing multiple responsibilities, I prioritize tasks based on urgency and impact. I use tools like to-do lists to break down larger projects into actionable steps and regularly reassess my priorities throughout the day. This approach helps me stay organized, ensuring that I meet deadlines without compromising quality.

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What techniques do you use to analyze customer feedback?

I utilize a combination of quantitative and qualitative analysis techniques to evaluate customer feedback. This includes categorizing feedback into themes, measuring satisfaction scores, and conducting trend analysis over time. These insights help identify areas for improvement and inform how we can enhance our loyalty services.

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How would you handle a disagreement with a colleague regarding a project?

In the event of a disagreement with a colleague regarding a project, I would approach the situation collaboratively, seeking to understand their perspective fully. I would initiate an open dialogue to discuss our differing opinions and work together to find common ground. My goal would be to reach a consensus that aligns with our project's objectives.

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What interests you most about working at Visa as a Service Experience Analyst?

What excites me most about working at Visa as a Service Experience Analyst is the opportunity to be part of a team that is at the forefront of creating innovative loyalty solutions. The chance to make a meaningful impact on customer experiences and help clients build deeper relationships with their customers is truly motivating for me.

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How do you stay relevant with industry trends in customer experience?

I stay relevant with industry trends by regularly reading industry publications, participating in webinars, and engaging with professional networks focused on customer experience. I also follow thought leaders on social media who share insights about emerging trends and best practices in loyalty programs.

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What do you know about Visa's commitment to customer loyalty?

I know that Visa is committed to enhancing customer loyalty through innovative solutions and robust loyalty programs. The company's focus on creating valuable and differentiated experiences for clients demonstrates its dedication to building long-lasting relationships and driving customer engagement in the competitive market.

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Visa Inc. operates as a payments technology company worldwide. The company facilitates commerce through the transfer of value and information among consumers, merchants, financial institutions, businesses, strategic partners, and government entiti...

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Full-time, hybrid
DATE POSTED
April 22, 2025

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