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Sr. Director, Service Experience - job 10 of 24

The Senior Director, Service Experience for Client Services is responsible for the client service experience for the Growth Products and Data Products portfolios globally. Accountability spans across end-to-end service experience from pre-sales to full product activation, with the goal to standardize across the regions and optimize the full portfolio of Growth Products and Data Products Solutions offerings in alignment with Visa’s Integrated Service Experience Architecture.

This includes:

  • Interface with the Growth Products & Data Product teams, acting as the voice of the customer, bringing business cases for product improvements, and evolving the service experience to be a core differentiator.
  • For all new Growth products & Data products and initiatives, incubate onboarding and implementations, create SLAs and implementation blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and the global Client Care organization
  • Mapping the full-service experience and building and refining processes to drive operational excellence across a matrixed delivery team with the goal of exceeding client’s expectations, reducing client escalations, and managing the overall service intensity/cost.
  • This leader is responsible for building a cohesive, high performing team of professionals. This candidate will be a key leader on the Go-To-Market Services (Consumer Payments, Platform Products, Growth Products & Data Solutions) Leadership Team

Principal Responsibilities/Key Results Areas

  • Partners closely with the regional Client Services teams, global Client Care organization and the Specialized Sales team to ensure operational excellence across the full-service experience for all Growth & Data products.
  • Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary 
  • Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients 
  • Works in close alignment with the Global Value-Added Services (VAS) and Consumer Client Services to ensure a seamless service experience
  • Establishes and communicates standard service metrics by product family including cost to serve and overall service satisfaction.
  • Continually optimizes service experience and cost to serve for Growth and Data Products in line with overall product strategy.
  • Proactively identifies and solves complex problems that impact the management, relationships and direction of the business.
  • Delivers shared service support to other service teams for product releases and client communications.
  • Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy
  • Elevate engagement to address poor product design which creates unreasonable operational debt
  • Develop strong partnerships with Global Product and Technology teams to be recognized as a key contributor to their success

 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 Sr. Director, Service Experience, Visa

Are you ready to take your career to new heights? As the Senior Director of Service Experience at our dynamic Atlanta office, you will be at the forefront of transforming client service for our innovative Growth Products and Data Products portfolios. This role is pivotal, overseeing the entire service experience from pre-sales through to full product activation. Your main goal? To optimize and standardize our services worldwide, ensuring clients receive nothing short of excellence. With a keen focus on acting as the voice of the customer, you will partner with our Growth and Data Product teams to advocate for product innovations and continually enhance the service experience. This includes developing onboarding strategies, service level agreements, and optimization blueprints that empower our regional Client Services teams. You’ll be driving operational excellence and addressing client needs proactively, so their experiences exceed expectations while managing service costs effectively. Leading a cohesive team of dedicated professionals, you’ll be integral to our Go-To-Market Services leadership, working hand-in-hand with our global Client Care organization. If you are passionate about delivering stellar service experiences and have the expertise to elevate our operations, then this is the perfect opportunity for you to shine!

Frequently Asked Questions (FAQs) for Sr. Director, Service Experience Role at Visa
What are the primary responsibilities of the Sr. Director, Service Experience at the Atlanta location?

The Sr. Director, Service Experience at the Atlanta location oversees the complete client service experience for the Growth Products and Data Products portfolios. This includes collaborating with product teams to enhance service quality, incubating onboarding processes, creating service level agreements, and developing comprehensive optimization blueprints for regional Client Services teams.

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What qualifications are required for the Sr. Director, Service Experience position in Atlanta?

For candidates aspiring to the Sr. Director, Service Experience position in Atlanta, a proven background in client services and strong leadership experience are essential. Applicants should possess a strategic mindset in managing client expectations while optimizing service costs across product lines. Experience in the tech or financial services sectors is often preferred.

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How does the Sr. Director, Service Experience collaborate with other teams at the company?

In the Sr. Director, Service Experience role, collaboration is key. You’ll engage closely with regional Client Services teams, the global Client Care organization, and the Specialized Sales team to ensure operational excellence and seamless service delivery for all Growth and Data products. Regular engagement allows for feedback and process refinement.

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What impact will the Sr. Director, Service Experience have on the client experience?

The Sr. Director, Service Experience plays a crucial role in enhancing the client experience by identifying complex problems and implementing strategic solutions that improve service delivery. This position aims to not only reduce client escalations but also elevate overall service satisfaction and streamline costs. Your leadership will directly influence clients’ perceptions of our products and services.

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What kind of leadership experience is desirable for the Sr. Director, Service Experience role?

Desirable leadership experience for the Sr. Director, Service Experience role includes having successfully led high-performing teams, fostering collaboration, and driving process improvements in a service-oriented environment. A history of developing talent and building cohesive teams will be crucial in ensuring operational excellence across the organization.

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Common Interview Questions for Sr. Director, Service Experience
Can you explain your approach to improving service experience in previous roles as a Sr. Director?

In answering this question, focus on specific strategies you employed to analyze and enhance service delivery, such as implementing customer feedback mechanisms, creating training programs for staff, and utilizing metrics to measure success. Give concrete examples of how your initiatives positively impacted client satisfaction.

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How do you handle challenges that affect client relationships?

Share examples of challenging situations where you've had to problem-solve to maintain strong client relationships. Highlight your communication skills, proactive identification of issues, and your ability to implement strategic solutions that kept clients engaged and satisfied.

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Describe a time you successfully led a cross-functional team.

Discuss a specific project where you engaged various teams—like Client Services, Product Development, and Sales—to achieve a common goal. Outline your approach to fostering collaboration, resolving conflicts, and driving results, detailing how it benefited service delivery.

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What metrics do you prioritize to assess service experience?

Mention key performance indicators like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and service cost metrics. Explain how you utilize these metrics to identify areas for improvement and how you advocate for changes based on quantitative data.

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How would you approach onboarding new Growth and Data products?

Describe a structured onboarding plan that includes collaboration with Product teams to understand offerings, preparing training materials for Client Services teams, and establishing timelines for implementation. Highlight how you ensure that client expectations are managed throughout the process.

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Can you provide an example of how you've handled escalations in the past?

Provide a situation where you effectively managed a client escalation. Detail how you listened to client concerns, organized resources to address the issue, and communicated effectively throughout the process to ensure a resolution that satisfied the client.

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What strategies do you use to keep teams motivated and focused?

Discuss your techniques for keeping team morale high, such as regular check-ins, recognizing achievements, providing growth opportunities, and creating a supportive environment. Emphasize the importance of culture in delivering an exceptional client experience.

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How do you ensure that your strategies align with overall business goals?

Explain your approach to aligning your service delivery strategies with broader company objectives. This can include collaborating with leadership teams, understanding company priorities, and continuously revisiting your approach to ensure it meets evolving goals.

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What role does feedback play in your service experience strategy?

Discuss the importance of soliciting and acting on feedback from both clients and internal teams. Share effective practices for gathering input and how you’ve implemented changes based on this feedback to enhance service experiences.

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How do you balance cost management with service quality?

Describe your method of analyzing service costs while ensuring quality remains uncompromised. This could involve optimizing processes, leveraging technology effectively, and continuously seeking cost-saving innovations that still meet client expectations.

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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 21, 2025

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