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Service Experience Analyst - job 16 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

If you're looking to make a significant impact in the world of customer loyalty programs, then the role of Service Experience Analyst at Visa in Atlanta is just for you! In this position, you’ll play a crucial role within the Global Client Services Loyalty VAS Go-To-Market Services organization, focusing on enhancing operational experiences for Loyalty Products. You'll collaborate with issuers, merchants, and acquirers to execute marketing promotions that reward cardholders, increase revenue, and build meaningful customer relationships. As a Service Experience Analyst, you will develop subject matter expertise on Loyalty services and proactively support operations with minimal guidance. Your responsibilities will include working closely with product management to identify gaps before product rollouts, communicating changes effectively across teams, and analyzing opportunities to optimize customer experiences. We are looking for a self-motivated, collaborative team player who is passionate about problem-solving and making complex topics easily understandable. The best fit for this role will have an eye for detail, the ability to manage multiple projects, and a willingness to tackle challenges outside their usual scope. Please note that this hybrid position requires time in the office, with specifics confirmed by your hiring manager. If you are ready to step into a role that helps shape the future of customer loyalty, we can’t wait to welcome you to the team!

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

As a Service Experience Analyst at Visa, your primary responsibilities will include developing subject matter expertise in Loyalty services, providing proactive operational support, and collaborating with product management to identify and resolve implementation gaps. You'll also communicate technical changes to various internal teams, coordinate with cross-functional Visa groups to ensure commitment delivery, and analyze optimization opportunities to create seamless customer experiences.

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What qualifications are needed for the Service Experience Analyst position at Visa?

To qualify for the Service Experience Analyst position at Visa, you should have a passion for problem-solving, strong communication skills, and the ability to simplify technical information. You should be detail-oriented, adept at managing multiple tasks, and willing to take initiative in resolving issues while meeting deadlines. A background in customer service or a related field will also be beneficial.

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

The Service Experience Analyst role at Visa is a hybrid position. This means that while you can work remotely, there is an expectation of being in the office a certain number of days per week, which your hiring manager will confirm.

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How does the Service Experience Analyst contribute to customer loyalty programs at Visa?

The Service Experience Analyst contributes to customer loyalty programs at Visa by enhancing operational processes, ensuring the smooth rollout of Loyalty Products, and optimizing the overall client experience. By identifying and addressing potential gaps early, you help enable clients to create more effective and engaging loyalty programs.

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What qualities make a successful Service Experience Analyst at Visa?

Successful Service Experience Analysts at Visa are proactive problem solvers, excellent communicators, and detail-oriented team players. They have a knack for understanding customer needs and can manage multiple tasks efficiently. A positive attitude and a love for helping others are essential qualities that drive success in this role.

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Common Interview Questions for Service Experience Analyst
What experience do you have with customer loyalty programs?

When answering this question, focus on any previous roles that involved working with customer loyalty systems or programs. Highlight your understanding of how loyalty programs operate and the impact they have on customer retention and engagement.

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Can you describe a time when you identified a problem in a process and how you resolved it?

Use the STAR method (Situation, Task, Action, Result) to structure your response. Describe the specific problem you faced, the action you took to address it, and the positive outcomes that resulted from your intervention.

Join Rise to see the full answer
How do you prioritize tasks when faced with multiple deadlines?

Demonstrate your organizational skills by discussing your method for prioritizing tasks. Explain how you assess urgency and importance, and how you keep track of your assignments to ensure timely completion.

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What strategies do you use to communicate technical information to non-technical team members?

Provide examples of how you adapt your communication style to different audiences. Mention techniques such as using analogies, simplifying jargon, and visual aids to facilitate understanding.

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Tell me about a successful collaboration you've had with a cross-functional team.

Share a specific example where successful teamwork led to achieving shared goals. Highlight the roles of each team member, your contribution, and the positive outcomes of the collaboration.

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What do you consider the most important factor in delivering excellent customer service?

Discuss the significance of empathy and understanding customer needs. You can also mention responsiveness and the ability to provide solutions as other critical aspects of outstanding customer service.

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How do you approach learning about new technology in your field?

Explain your proactive approach to continuous learning, mentioning resources like online courses, seminars, and forums. Additionally, talk about how you apply new knowledge to your work.

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Describe how you handle constructive criticism.

Discuss your openness to feedback and your ability to reflect on it positively. Emphasize how you use criticism as an opportunity to grow and improve your professional skills.

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What metrics do you believe are important in evaluating the success of a customer loyalty program?

Discuss key performance indicators such as retention rates, customer lifetime value, engagement levels, and redemption rates. Explain how each metric can provide valuable insights into the effectiveness of loyalty programs.

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Why are you interested in the Service Experience Analyst role at Visa?

Express your passion for enhancing customer experiences and your admiration for Visa's innovative loyalty solutions. Relate your skills and values to Visa's mission to showcase your alignment with the company culture.

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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 19, 2025

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