Senior Consultant Service Experience

  • Full-time
  • Job Family Group: Client Support Services

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.

Job Description

Position can be filled in any of the Visa offices in Ashburn, VA, Atlanta, GA or Miami, FL

The Sr. Consultant Service Experience is the liaison between Client Services (CS) and Product. This individual will lead on initiatives for Real Time Payment experience and be recognized as an authority on client enablement functions and needs. The individual will need to excel in a matrix environment, serving as a voice to all parties, setting the global standard. This leader will ensure all stakeholders are informed on product enhancements and have a voice in shaping the deployment process to ensure a scalable, simple enablement process with a client lens. In addition, they will develop the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide.   

Essential Functions

  • Develop strong partnership with Global Product teams in order to be recognized as a key contributor to the successful delivery and support of Real Time Payments
  • Provide leadership and recommendations to key stakeholders to build a consistent Client Services model
  • Maintain flow of information from Client Services to provide timely feedback to Product
  • Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
  • Engage in the development and execution of Product KPI’s ensuring regional alignment
  • Identify/Prioritize key product needs, dependencies with regions, define success measures and track status with product
  • Lead and engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
  • Develop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
  • Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions
  • 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
  • Support Client Services as an SME for assigned Product/Service
  • Serve as technical expert for implementing Visa Developer Platform APIs for the customer’s solutions.
  • Work with REST APIs and technical know-how to work with the client and with internal resources to bring products to market. Obtain knowledge of our client's host systems and applications to drive to solutions for integration.
  • Address any technical or security related issues during implementation. Expand knowledge base with new APIs being added to the platform. 
  • Serves as primary contact for the Client Service division’s multiple support groups for designated product.
  • Provides consultation and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.
  • Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.

Flex Work Arrangement - Hybrid Position - 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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Qualifications

Basic Qualifications

  • 8 or more years of work experience with a Bachelor’s Degree, or at least 5 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 2 years of work experience with a PhD

Preferred Qualifications

  • 9 or more years of work experience with a Bachelor’s Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 3 years of work experience with a PhD
  • Project management skills are preferred but certification is not required.
  • Excellent time management, organization, and planning skills are essential.
  • Understanding of Visa Developer Platform functionalities are preferred.
  • Experience in troubleshooting complex web applications, API gateways, integration and environment issues (REST and SOAP web service calls, SSL Mutual Authentication, Auth)
  • Experience in Java or scripting languages, REST Based Services, Web Applications, mobile applications, API usage and design, SDKs, and developer tools
  • Understanding of SaaS Enterprise architecture principles and experience with web service based systems.
  • Working knowledge of Visa Products and various aspects of Visa Developer Platform.
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
  • Comfort with public speaking and the ability to relay information clearly and confidently in large groups
  • Able to set priorities, influence others, and manage stakeholder expectations.
  • Demonstrated success in customer relationship management and the ability to excel with partners.
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
  • Strong interpersonal skills and proven abilities in negotiating with and influencing stakeholders at all levels.
  • Comfort working in a flexible environment where existing processes are not established and take the initiative to develop new processes.
  • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.).

Additional Information

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.

Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

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.

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