Sr. Director, Service Experience - job 19 of 24

The Senior Director, Service Experience at Visa is responsible for overseeing the client service experience for Growth and Data Products portfolios globally. Key responsibilities include collaborating with product teams to act as the voice of the customer, optimizing service processes, establishing SLAs, and creating documentation for Client Services teams to enhance their ability to support clients effectively.

Candidates for the Senior Director, Service Experience role at Visa should possess extensive experience in client services or similar fields, a strong leadership background, and a proven track record in operational excellence. A deep understanding of product management and the ability to interface effectively with cross-regional teams is crucial, as well as exceptional communication skills.

The Senior Director, Service Experience plays a critical role in contributing to Visa’s growth products by optimizing the customer journey through effective onboarding and implementation strategies. This role facilitates collaboration with various stakeholders to identify and solve complex service issues, ensuring that the overall client experience continually improves.

The work environment for the Senior Director, Service Experience at Visa is hybrid, offering flexibility between in-office collaboration and remote work. This arrangement allows for a dynamic work experience while ensuring strong communication and teamwork with colleagues across the globe.

The Senior Director, Service Experience significantly impacts client satisfaction at Visa by implementing strategic initiatives that enhance service quality and streamlining processes to reduce escalations. By proactively addressing client needs and feedback, this role fosters long-lasting relationships and ensures clients receive exceptional service.

To optimize the service experience for clients, I would start by mapping the entire client journey, identifying pain points, and gathering feedback from stakeholders. I would then collaborate with product and service teams to streamline processes and establish effective SLAs that exceed client expectations.

In managing a high-performing team, I believe in fostering an open, collaborative environment where team members feel valued and empowered. My approach includes regular one-on-ones, setting clear expectations, and celebrating successes to motivate the team and encourage continuous improvement.

To act as the voice of the customer, I would implement structured feedback loops, conduct customer satisfaction surveys, and engage directly with clients to understand their needs. This information would be used to advocate for product improvements and service enhancements that align with customer expectations.

Ensuring alignment between global and regional teams involves regular communication, shared documentation, and collaborative goal-setting. I would organize meetings to discuss strategies, gather insights, and tailor our approach to fit regional nuances while aligning with global objectives.

Effective problem-solving in service management requires a structured approach. I typically adopt the ‘5 Whys’ technique to identify root causes and involve cross-functional teams in brainstorming solutions. Additionally, I prioritize clear communication to keep stakeholders informed throughout the process.

When facing poor product designs affecting service delivery, I believe in proactive communication with product teams to highlight issues. I would present data and client feedback to advocate for necessary changes and collaborate in finding innovative solutions that improve the overall service experience.

Key metrics essential for measuring service experience include Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, service level agreement (SLA) attainment, and the cost to serve per client. Tracking these metrics provides valuable insights into service performance and areas for improvement.

Prioritizing client issues in a high-volume environment requires a systematic approach. I would categorize issues based on their impact on clients and overall business goals, ensuring that critical problems are addressed promptly while optimizing resources to manage workloads effectively.

I have extensive experience in developing service documentation and training materials tailored for Client Services teams. This includes creating comprehensive guides, onboarding manuals, and e-learning modules to ensure that team members are well-equipped to deliver exceptional service to clients.

Engaging with cross-functional teams to enhance service experience involves regular meetings, collaborative workshops, and establishing clear communication channels. I would encourage team members from different departments to share their insights and suggestions, fostering a culture of continuous improvement across the organization.