Sr. Director, Service Experience - job 8 of 24

The Sr. Director, Service Experience at Visa is responsible for overseeing the entire client service experience for Growth and Data Products. This includes interfacing with product teams, creating onboarding procedures, refining processes, and developing documentation to support regional Client Services teams. The role demands constant optimization of service metrics, improving client satisfaction, and ensuring operational excellence across global and regional teams.

For the Sr. Director, Service Experience role at Visa, candidates typically need a strong background in client services, product management, and strategic leadership. Proven experience in managing teams and driving operational excellence are essential, along with excellent communication skills to effectively interact with multiple stakeholders within the organization.

The Sr. Director, Service Experience impacts client satisfaction at Visa by continuously evaluating and enhancing the service delivery process. By acting as the voice of the customer and collaborating closely with product and client service teams, they ensure that the client experience is smooth, efficient, and tailored to meet the evolving needs of clients, ultimately leading to improved satisfaction and loyalty.

The Sr. Director, Service Experience position at Visa follows a hybrid work model, which means that while a part of the work can be performed remotely, certain days will require presence in the office. The exact expectation for in-office days will be confirmed by the hiring manager, ensuring a balanced approach to collaboration and flexibility.

Collaboration is at the heart of the Sr. Director, Service Experience role at Visa. The Sr. Director will work closely with regional Client Services teams, global Client Care, and the Specialized Sales team. This collaborative approach ensures operational excellence and a unified strategy for delivering superior service across the entire portfolio of Growth and Data Products.

To improve the service experience for Growth Products at Visa, I would first assess the current customer feedback and identify pain points. Then, I would facilitate workshops with internal teams to develop actionable solutions. Finally, I would implement a feedback loop to continuously monitor improvements and ensure they genuinely enhance client satisfaction.

In a previous role, I dealt with a complex client issue involving a product launch delay. I took a proactive approach by first gathering all relevant data and consulting with key stakeholders. I then communicated transparently with the client, providing updates and alternative solutions, which helped rebuild trust and resulted in a successful outcome.

Establishing effective metrics for service performance involves identifying key performance indicators (KPIs) that reflect client satisfaction and operational efficiency. I would engage cross-functional teams to ensure alignment on goals and utilize client feedback to shape these metrics, enabling us to measure the success of our client service initiatives accurately.

To lead a high-performing team, I would focus on building a culture of open communication, collaboration, and continuous learning. Setting clear expectations and providing regular feedback is crucial. I would also encourage team members to share their insights and solutions, fostering an environment where innovative ideas can thrive.

Handling stakeholder engagement requires clear communication and active listening. I would schedule regular updates to discuss goals and gather feedback. Building stakeholder ownership by involving them in the development process helps ensure that the final service aligns with both client needs and business objectives.

In my previous role, I implemented a streamlined onboarding process for a new product line by mapping the customer journey. This initiative reduced onboarding time by 30% and improved overall service satisfaction scores, demonstrating the importance of operational efficiency in enhancing the client experience.

The most important aspect of client service is understanding and anticipating client needs. By actively seeking feedback and maintaining open lines of communication, we can create tailored solutions that address client challenges while exceeding their expectations, which ultimately fosters long-lasting relationships.

Keeping updated with industry trends involves regular reading of industry publications, attending webinars, and participating in networking events. Additionally, I actively engage with clients to understand their changing needs and pain points, leveraging these insights to refine our service strategies.

Technology plays a vital role in enhancing service delivery for Growth Products by enabling more streamlined processes and improved communication. Leveraging CRM systems and data analytics allows us to manage client relationships efficiently and personalize services, making the overall experience smoother and more effective.

My approach would involve conducting a thorough analysis of the feedback to identify specific areas of dissatisfaction. Then I would engage both the client and the relevant internal teams to devise actionable solutions. Regular follow-ups would be critical to ensure that changes are made and that the client feels heard and valued.