As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal partner to Product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services, and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

Within Client Services, the Service Experience Consultant is a global liaison between Client Services, Technology and Product whose works internally and cross-functionally to ensure clients are ready for twice annual major code releases for VisaNet. If you are technically minded, obsessively client-centric, and have a passion for continuous improvement, this is the role for you. 

This individual contributor role is essential to ensuring a client-centric lens is applied at all phases of the release planning lifecycle—as scope is determined, requirements are written, during client testing and when the release goes live.  This role will be the voice of the client in terms of clarity of the technical specifications, as well as the impact of the required changes on client segments. ultimately focused on ensuring we have effectively prepared clients for the release. 
 

The What

• Participate early in the scope and requirements review for the release to identify anything that will be confusing to clients and work with Client Services, Product and Technology teams to efficiently resolve
• Provide Level 1 support to client inquiries on the release specifications using our Infoline tool (ensuring SLA’s are met)
• During client testing, partner with Technology as issues are uncovered and ensure visibility and appropriate prioritization and resolution (and client notification when required via Visa Business News)
• During activation weekend you will partner closely with the Command Center to track, understand, and provide visibility to client impacting release issues
• Leverage key learnings during each release cycle to identify, prioritize and commit to quantifiable improvements
• Work internally and cross-functionally to improve processes for scale, drive efficiencies and respond to evolving client and Client Services’ needs, while ensuring no risk to the release underway

The How

• Self-motivated and driven to get the right things done efficiently (comfortable prioritizing). 
• Work independently yet collaboratively across regional and matrixed reporting lines; act decisively, escalates effectively and proactively, ensure transparency and objectivity
• Able to influence and partner, drive diverse cross-functional teams toward alignment and ensure ongoing shared understanding
• Problem-solver, with an agile mindset and the ability to identify, implement and iterate on process and operational improvements as part of a team

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor’s Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
• Client-centric, tech-savvy, analytic, motivated, collaborative, understands and can translate tech-speak
• Familiarity with payment processing ecosystem and exposure to technical release cycles
• Curious and loves to learn new things; able to quickly process new information and connect sometimes seemingly unconnected dots
• Experience explaining complex issues in simple terms and speaking to impact and priority
• Strong collaborator, who knows how to execute and work with initiative and drive
• Comfortable challenging the status quo and exploring new ways to solve problems
• Ability to generate and apply unique insights and opportunities intended to create competitive advantage(s) for Visa

Preferred Qualifications

• 9 or more years of relevant work experience with a Bachelor’s Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD

This position is global in scope which will require some (limited) alternative work hours to accommodate Regional time zones after hour/weekend releases 2X annually.

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law

Work Hours: Varies upon the needs of the department

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.