Sr. Director, Service Experience - job 17 of 24

The Senior Director, Service Experience at Visa has a broad range of responsibilities, including overseeing the end-to-end service experience for Growth and Data Products. This encompasses everything from pre-sales to product activation, collaborating with Product teams, creating service blueprints, and ensuring operational excellence across regions.

Candidates interested in the Senior Director, Service Experience position at Visa should have extensive experience in client services, strong leadership skills, and a proven track record in managing complex service operations. A background in payment solutions or technology will enhance your candidacy.

The Senior Director, Service Experience contributes to client satisfaction at Visa by ensuring that client service experiences exceed expectations. This involves refining processes, creating effective support strategies, and actively managing feedback from regional teams to implement necessary improvements.

For the Senior Director, Service Experience at Visa, the service optimization process includes establishing key performance metrics, analyzing service costs, and continually refining the processes used by Client Services teams to enhance the overall client experience and reduce escalations.

The Senior Director, Service Experience at Visa will operate in a hybrid work environment, balancing in-office days with remote flexibility. Work environment specifics will be confirmed by the hiring manager but will generally allow for collaborative and dynamic engagement with team members.

In your response, be sure to highlight specific leadership roles, the size of the teams you've managed, and the strategies you employed to ensure client satisfaction and operational efficiency.

Discuss particular strategies such as process mapping, metrics development, and team training initiatives that you’ve deployed to enhance service experiences, using examples to illustrate their success.

Explain your method for identifying the root cause of escalations, collaborating with internal teams, and communicating effectively with clients to resolve issues swiftly and satisfactorily.

Emphasize your ability to leverage data analytics to inform decisions around service delivery, client feedback, and performance metrics, showcasing examples of data-driven decisions you have made.

Articulate your approach to finding the right balance, perhaps by implementing standard operating procedures that enhance efficiency while maintaining a client-centric focus.

Share an example where you coordinated efforts across different departments to achieve a common goal, discussing the communication and conflict-resolution strategies you used.

Mention resources such as industry reports, conferences, or professional networks that you utilize to remain knowledgeable about emerging trends in client services and how you implement learnings in your work.

Provide details of a specific project you initiated, the rationale behind it, the implementation process, and the outcome, focusing on the measurable improvements achieved.

Discuss metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and service-level agreements (SLAs), explaining how each metric informs service experience management.

Outline the steps you would take to design an onboarding strategy, including stakeholder engagement, documentation creation, and how you’d ensure it aligns with overall product strategy.