Sr. Director, Service Experience - job 15 of 24

The Senior Director, Service Experience at Visa is responsible for managing the entire client service journey across Growth Products and Data Products portfolios. This includes leading pre-sales, product activation, onboarding processes, and optimizing the client service experience. The role demands strategic partnership with regional teams and the Global Client Care organization to ensure service excellence and the development of operational efficiencies.

Candidates for the Senior Director, Service Experience role at Visa should possess extensive experience in client services or product management, particularly in the financial technology sector. A strong foundation in operational excellence, strategic thinking, and documented success in leading high-performing teams is essential. Excellent communication skills and the ability to collaborate across multiple regions and teams are also critical qualifications.

The Senior Director, Service Experience at Visa enhances the client experience by acting as the voice of the customer, developing and refining processes for better service optimization, and collaborating closely with various teams to ensure a consistent service delivery. This role is proactive in identifying problems that could impact client relationships and strives to resolve them effectively for improved satisfaction.

Important skills for the Senior Director, Service Experience role at Visa include adept leadership abilities, strategic problem-solving capabilities, excellent interpersonal and communication skills, and a strong understanding of operational metrics. Being able to navigate a matrixed organization effectively while maintaining focus on client satisfaction and team performance is crucial.

The Senior Director, Service Experience will lead a high-performing, cohesive team of professionals dedicated to enhancing the client service experience. This involves fostering a collaborative culture, encouraging innovation, and driving continuous improvement initiatives across Growth Products and Data Products.

When discussing your leadership style, emphasize your focus on collaboration and empowerment. Highlight how you motivate your team to achieve operational excellence by supporting their growth and encouraging innovation.

Addressing product shortcomings involves communicating transparently with clients, gathering their feedback, and working closely with product teams to address issues. Demonstrate your commitment to continuous improvement and client satisfaction.

Discuss your strategies for mapping client service journeys, benchmarking service metrics, and developing SLAs. Highlight your experience with process optimization and leveraging data to enhance service delivery.

Prioritization is key to effective management. Explain how you assess project impacts, align them with overall business objectives, and communicate effectively with your team to ensure alignment on priorities.

Talk about the importance of hiring skilled individuals who complement each other's strengths, fostering a culture of collaboration, and continuously investing in team development for improved performance.

Prepare a specific example that showcases your problem-solving skills. Explain the issue, the steps taken to address it, and the positive outcome, focusing on impacts to client satisfaction and operational efficiency.

Emphasize the critical nature of client feedback in shaping service strategies. Talk about how you actively solicit feedback and use it to drive improvements and innovations within your product offerings.

Discuss your approach to fostering communication and collaboration between teams, which entails regular meetings, shared goals, and joint initiatives designed to create a seamless service experience for clients.

Mention key performance indicators such as Net Promoter Score (NPS), client satisfaction ratings, service level adherence, and overall cost to serve. Explain how you use these metrics to drive improvements.

Convey your commitment to continuous learning through industry literature, networking with professionals in the field, and attending relevant conferences. Show how you leverage insights from these activities to enhance service offerings.