Service Experience Consultant - job 25 of 50

As a Service Experience Consultant at Visa in Atlanta, your primary responsibilities are engaging in product development, collaborating with different teams globally, and leading cross-functional initiatives that enhance client services. You'll also act as a Money Movement subject matter expert, updating training documentation, and addressing any client support issues that arise, ensuring an uninterrupted flow of services.

Visa seeks candidates with a solid mix of business, functional, and technical knowledge in money movement services. Strong problem-solving skills, the ability to work independently with minimal supervision, and excellent communication skills are crucial for this role. Familiarity with APIs, VisaNet processing, and client integration options will also be advantageous.

In the position of Service Experience Consultant, you’ll engage early in product development to provide valuable input on design and implementation processes. Your role involves liaising with global peers to assess pilot initiatives and technical business enhancements, thus impacting ongoing product improvement and client service operations.

The work environment for a Service Experience Consultant at Visa is hybrid, allowing flexibility between office and remote work. Collaboration is key, as you will be working with global teams, which means you must be adaptable and ready to lead in various situations while driving clarity and effective outcomes.

Successful Service Experience Consultants at Visa possess strong analytical thinking, excellent communication, and adaptability. They are able to build strong partnerships, lead initiatives confidently, and present complex information clearly. Moreover, being proactive in soliciting feedback from stakeholders enhances their effectiveness in driving client satisfaction.

When collaborating with cross-functional teams, it's essential to establish open lines of communication early in the project. Focus on understanding differing perspectives and expertise, and work on shared goals. Use tools such as joint workshops or regular check-ins to ensure alignment and foster a collaborative atmosphere.

Certainly! In my previous role, I led a cross-regional project involving the integration of a new payment solution, coordinating efforts between teams in North America and Europe. We conducted regular meetings to align objectives and shared progress updates through project management tools, ensuring all stakeholders stayed informed and engaged.

I utilize a combination of surveys, direct interviews, and focus groups to collect valuable client feedback. It’s essential to ask open-ended questions that encourage detailed responses. Once feedback is collected, I analyze and categorize the insights to identify actionable improvements for our services.

In ambiguous situations, I focus on clarity by breaking down the problem into smaller components, gathering input from relevant stakeholders, and developing a framework for decision-making. This helps in identifying potential solutions while ensuring that everyone involved feels heard and included in the process.

When preparing a presentation, I begin by outlining the key points I want to convey and the desired outcomes. It’s important to tailor the content to the audience's needs and level of understanding. Visual aids and clear data presentation enhance comprehension, and I always leave room for questions and discussion at the end.

In my previous position, I noticed a gap in the client onboarding process that often led to delays. I initiated a review of the existing workflow, identified bottlenecks, and worked with the team to develop an expedited support guideline, reducing onboarding time and enhancing overall client satisfaction.

I stay informed about changes in the money movement industry by following relevant publications, attending webinars, and participating in professional networking groups. Additionally, I regularly engage with industry experts and contribute to discussions, ensuring I’m equipped with the latest trends and best practices.

I have hands-on experience working with APIs across multiple projects, particularly focusing on payment integration. My familiarity with VisaNet processing helps me understand the technical aspects of money movement, which allows me to contribute effectively to product development and support initiatives.

To ensure effective training, I develop clear training documentation and facilitate interactive sessions, allowing team members to ask questions and engage with the material. I also implement a mentorship program where experienced employees assist newer members, fostering a culture of continuous learning.

Anticipating risks involves thorough project planning and constant monitoring of progress against objectives. I utilize risk assessments to evaluate potential impacts and engage stakeholders for their insights. Developing contingency plans ensures that we are prepared to address issues proactively should they arise.