Sr. Director, Service Experience - job 20 of 24

The Sr. Director, Service Experience at Visa is primarily responsible for overseeing the client service experience for the Growth Products and Data Products portfolios on a global scale. This includes everything from pre-sales interactions to the full activation of products. You'll be engaging with various teams, like Growth Products and Data Product teams, to advocate for customer needs, develop onboarding processes, and create service-level agreements that ensure a seamless client experience.

To excel as the Sr. Director, Service Experience at Visa, candidates typically need extensive experience in client services or a related field, with a strong understanding of product management. Leadership experience is crucial as you'll be managing a team, fostering teamwork, and driving operational excellence. Exceptional communication skills and problem-solving abilities are also essential, given the role’s focus on addressing client needs and optimizing service processes.

The Sr. Director, Service Experience ensures operational excellence by closely collaborating with regional Client Services teams and the global Client Care organization. You will optimize service processes, monitor performance metrics, and continually refine the service experience. This includes simplifying client onboarding and support while reducing escalations and operational costs all while striving to exceed client expectations.

The Sr. Director, Service Experience role at Visa operates on a hybrid work model, allowing for a flexible balance between in-office and remote work. The specific number of days required in the office will be discussed and confirmed by your hiring manager during the interview process. This flexibility is designed to promote work-life balance while ensuring effective collaboration with your team.

The client experience for Growth Products and Data Products at Visa is fundamental for client retention and satisfaction. As the Sr. Director, Service Experience, your role is pivotal in ensuring that every interaction a client has with Visa's services meets their expectations. By focusing on improving both the service and the product offerings, you'll contribute significantly to Visa’s reputation as a leader in integrated service experiences.

When asked this question, it's important to demonstrate your strategic thinking. Address the need for continuous feedback from clients and team members to understand pain points, and emphasize the importance of creating clear service protocols that empower your team to address client issues promptly.

A good answer would focus on utilizing data-driven decision-making to assess project impact and urgency. Highlight methodologies like the Eisenhower Matrix or prioritization frameworks that help you identify which projects align closely with core business objectives and which require immediate attention.

Share a specific example that illustrates your analytical skills and results. Detail the initial challenges, the analysis you conducted, and the steps you implemented to enhance the process. Always emphasize the positive outcome and client satisfaction that followed.

Express your approach to conflict resolution. Emphasize the importance of active listening and empathy in understanding the root cause of their dissatisfaction. Discuss potential solutions and your commitment to follow up to ensure they are satisfied with the resolution.

Discuss how data analytics can identify trends, client feedback, and operational metrics that inform decision-making. Emphasize your experience in leveraging data to pinpoint areas for improvement and measure the impact of new initiatives on client satisfaction.

Explain how you effectively communicate and share goals across different teams—whether it's Sales, Product, or Technology. Highlight specific examples of projects where collective contributions led to successful outcomes, showcasing your teamwork and leadership skills.

Elaborate on your process for establishing SLAs based on client expectations and operational capabilities. Discuss your approach to monitoring compliance, reviewing SLA performance, and your willingness to adapt agreements based on feedback and changing circumstances.

Share your strategies for fostering team engagement and collaboration, such as utilizing regular check-ins, celebrating successes, and ensuring transparent communication. Highlight the importance of building a culture of trust and support, especially in a hybrid setting.

Address challenges like rapidly changing client needs and expectations. Propose solutions such as adopting agile methodologies and emphasizing continuous improvement. Demonstrate your understanding of industry trends and your proactive mindset in addressing these challenges.

Stress the significance of listening to client feedback and channeling that into actionable insights. Discuss your experience in creating forums or surveys to gather client opinions and how you’ve used these insights to influence product strategy and service improvements.