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Sr. Director, Service Experience - job 9 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

$135000 / YEARLY (est.)

min

max

$120000K

$150000K

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

Are you ready to take your leadership skills to the next level? Join us as the Senior Director, Service Experience at Visa in Atlanta! In this pivotal role, you'll oversee the client service experience for Growth Products and Data Products on a global scale. Your days will be filled with exciting challenges as you engage with regional Client Services teams and the global Client Care organization to create an unmatched service experience. As the voice of the customer, you'll interface closely with Product teams, driving business cases for enhancements and ensuring our service excellence is second to none. You will be creating Standard Operating Procedures (SOPs) and blueprints to guide implementations and support—optimizing everything from pre-sales through activation. Your leadership will shape a high-performing team, ensuring operational excellence throughout our offerings while exceeding client expectations. Working hand-in-hand with cross-functional teams, you'll keep refining our processes and metrics aligned with Visa’s Integrated Service Experience Architecture. We're looking for someone who is not just a problem-solver but a visionary who can elevate our service model to new heights. This hybrid position allows you some flexibility while you strive to create a service experience that truly stands out. If you're passionate about client success, innovation, and team building, let's connect!

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

What are the main responsibilities of the Senior Director, Service Experience at Visa?

The Senior Director, Service Experience at Visa is responsible for overseeing the entire client service experience for Growth and Data Products globally. This includes improving the service process, developing implementation strategies, and ensuring operational excellence while collaborating with regional teams to optimize the client experience throughout all phases of interaction.