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Sr. Director, Service Experience - job 12 of 24

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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

$175000 / YEARLY (est.)

min

max

$150000K

$200000K

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What You Should Know About Sr. Director, Service Experience, Visa

Welcome to an exciting opportunity at Visa as a Senior Director of Service Experience for Client Services based in Atlanta! In this pivotal role, you will oversee the client service experience for both the Growth Products and Data Products portfolios on a global scale. The position is all about ensuring a seamless and standardized experience from the pre-sales stage through to the complete activation of our products. You will serve as the voice of the customer, collaborating closely with teams to advocate for product improvements that enhance our service offering. As the Senior Director, your responsibilities will include incubating onboarding processes for new product initiatives, crafting service level agreements, and establishing optimization blueprints to support client success. This role requires a proactive approach in mapping out the full-service experience and refining processes to boost operational excellence across various regions. Furthermore, you'll lead a dynamic team, ensuring operational excellence and high-quality service for all of our clients. Engaging regularly with regional peers will be key to socializing and educating them on our product pipeline while also gathering valuable feedback. With the changing landscape of consumer payments and data solutions, your strategic insights will help address challenges and propel us forward. If you are an experienced leader passionate about creating remarkable service experiences, we would love to hear from you!

Frequently Asked Questions (FAQs) for Sr. Director, Service Experience Role at Visa

What are the primary responsibilities of a Senior Director of Service Experience at Visa?

The Senior Director of Service Experience at Visa is responsible for managing the client service experience within the Growth Products and Data Products portfolios. Key responsibilities include leading the standardization of service operations across regions, incubating onboarding and support processes, and collaborating with various teams to improve product offerings. This role also emphasizes building a high-performing team and optimizing service experiences to exceed client expectations.