Job Description

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

Join Visa: A Network Working for Everyone.



What a Senior Consultant, Service Experience does at Visa:

The Senior Consultant, Service Experience is responsible for incubating and deploying new products, establishing support model, and driving operational excellence in collaboration with cross-functional partners, primarily focused on the design, delivery and support of Visa Business Solutions (VBS).

The role holder has the unique and exciting opportunity of deploying a relatively new payment capability and an impact of driving future market growth for Visa. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic embedded finance ecosystem. This is an individual contributor role working independently under limited supervision and requires strong execution, analytical skills, and relationship management with key stakeholders.

In this role, you are expected to:

Define and lead implementation plan to manage client facing projects for new products and use cases

Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex products and capabilities. Provide consulting and technical expertise to structure an effective implementation approach

Provide consulting related to service delivery and support of clients/markets to internal stakeholders including Sales, Product and Technology. Bring the Voice of the Client to cross-functional teams. Influences prioritization and product roadmap.

Assesses and lead initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases. Ensures communication objectives are achieved and unanticipated impacts are mitigated. Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)

Program Management, through adoption of essential PMO methodologies and disciplines

Design and enable delivery of a scalable, repeatable, and effective client service experience from deployment to support for new solutions, while anticipating and planning for deviations to intended experience. Perform impact assessments to ensure overall effectiveness of the support model.

As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality including knowledge of the APIs, VisaNet processing, client integrations and BAU support model

Develops internal and external communications and artefacts (training materials, release status, dashboards, etc.), providing regular and consistent updates to appropriate parties

Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs

Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency

Stay current with industry and client trends and maintain a strong knowledge of Payment products and services

Qualifications

• Bachelor\'s Degree in Computer Science, Technology or equivalent
• 10-12 years of experience in product/project management or product development in the payments industry, in a client facing role
• Functional Project management experience in a client facing role
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and organized manner
• Strong client engagement and relationship management skills with a collaborative approach to stakeholder management, building and sustaining strong and trusted relationships with internal business partners
• Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
• Demonstrated Influencing and negotiation skills
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
• Effective verbal and written communication skills, problem solving skills, attention to detail and interpersonal skills
• Organized self-starter, result oriented, and a passion for scaling new products
• Knowledge of standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Team collaboration demonstrated by desire and willingness to share knowledge with the broader team, being receptive to new ideas
• Be able to learn and acquire knowledge in new solutions and technologies

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Visa