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Sr. Director, Service Experience - job 21 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

Are you ready to take on a pivotal role in shaping client interactions at Visa? As the Senior Director of Service Experience for Client Services, based in Atlanta, you'll lead the charge in defining and enhancing the client service experience across our Global Growth Products and Data Products portfolios. Your journey will involve partnering with various teams to ensure a seamless interface between clients and our innovative solutions. Imagine being the voice of the customer, advocating for product improvements that prioritize their experience and satisfaction! You’ll dive into the nuts and bolts of our service processes, creating implementation blueprints and service-level agreements that standardize excellence across regions. In this dynamic hybrid position, you’ll oversee the complete service experience from pre-sales through activation, committing to cutting down client escalations and refining operational efficiency. Leading a high-performing team, you'll work closely with global mentors and other units, fostering an environment of collaboration and strategic insight. Your ability to map client experiences will be instrumental as you continuously identify areas for operational enhancement. If you have a knack for solving complex problems and a passion for customer success, this role is calling your name. Here at Visa, we are proud to emphasize service experience as a key differentiator, making this position not just a job, but a chance to influence the future of client engagements at one of the world's premier payment processors.

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

What are the key responsibilities of the Sr. Director of Service Experience at Visa?

The Sr. Director of Service Experience at Visa is tasked with overseeing the entire client service journey for the Growth and Data Products. This includes working closely with cross-functional teams to standardize service processes, ensure excellence in product implementation, and manage client optimization strategies. You'll be responsible for developing comprehensive documentation to guide Client Services, as well as establishing service metrics to quantify satisfaction and cost-effectiveness.