Sr. Service Experience Consultant, Service Experience

  • Full-time

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

Client Servicing Acceptance Solutions is the team responsible for the end-to-end user journey and support servicing model for clients; Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions. Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa. This cross-functionally includes day-to-day operations, product support, back-office support, consultative services, and customer performance.

Payment fraud and customer payment disputes must be mitigated and managed in a timely, secure, efficient, and fair process for all stakeholders.

The Sr Consultant Acceptance Solutions Value Added Services – Disputes Strategy and Service Experience is responsible for support in the management of the disputes strategy, inclusive of rules governance, standardization and the end-to-end journey experience through the disputes process for all Acceptance stakeholders.

In the broader remit of acceptance service experience the role is responsible for supporting the Senior Director in providing strategic development of the end-to-end journey service experience for all card brands processed by Visa’s Acceptance Solutions, managing, and implementing the strategy for digitalization and automation tools in support of a world class service experience for Visa’s clients. Our team works with cross-functional, matrixed leaders in Client Services, Product and Technology to drive the automation strategy and grow world-class, fully digitally integrated automation capabilities across all areas of Client Services. This role will apply strategic judgment in helping resolve undefined and significantly complex issues and making detailed recommendations on the best approach for Visa’s end to end client dispute journey.


You will serve as a Sr Consultant supporting Dispute Operations business and functional leaders and their respective teams in finding, prioritizing, and engaging on significant business transformation opportunities.

Dispute Strategy

  • Manage the design, creation, roll-out, and delivery of the Visa Global Acceptance Dispute Strategy for the Organization and other key dispute stakeholders ensuring there is stakeholder input and feedback for global alignment of the strategy and deliverables
  • Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients

Dispute Service Experience

  • Manage the engagement with Product to identify/prioritize key product needs, and provide strategic input to design, development, implementation, client engagement and support processes with regional feedback and a client lens
  • Define success measures, and track status with product on service experience improvements. Elevate and communicate risks and corresponding mitigation plans in a timely fashion
  • Work with key stakeholders to make informed data driven proposals for change to improve the end-to-end dispute client service experience, the client journey and the experience of service and operations staff
  • Find opportunities through fact-based, quantitative analyses in partnership with business SME. Establishing a data-driven survey view of where transformation might be useful going forward and potential high-level impacts while optimizing revenue growth attainment
  • Manage the development, execution, and monitoring of Product KPI’s with Advisory Services ensuring regional alignment and adherence


  • Stay current with industry and market trends to anticipate possible challenges resulting from changing political, social and economic environments new products and services, industry, technology trends to be able to support Visa strategic goals and client initiatives

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.


Basic Qualifications:

  • 8 or more years of relevant work experience with a Bachelor 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
  • The ideal candidate thrives as a strategic problem solver and detail-oriented program leader in a fast-paced environment
  • This role requires a critical thinker with an analytical mindset and a data-driven approach to problem solving
  • The successful candidate will embrace change and be able to support a process to meet objectives and transformation
  • Extensive experience in the Card or Financial Business with concentration in dispute processing, issuing support, merchant acquiring, back office and banking operations, as well as demonstrated advanced people-management skills
  • Works independently with limited oversight from manager and have proven abilities in organizational, conceptual, and logical problem solving
  • Understanding of transaction processing, including authorization, clearing and settlement; card technologies, including Token, chip/EMV; ATM Services, and industry players including acquirers, issuer, processors, agents, merchants and cardholders. Extensive knowledge of Visa rules and regulations also required
  • Strong judgment and negotiation skills to ensure full customer satisfaction and limit negative processing impacts with demonstrated customer centric approach to solutioning
  • Adept at building, and driving rigorous frameworks to solve complex problems and influence in a matrixed organization
  • Ability to set priorities and manage customer expectations, and work both as part of a team and independently
  • Excellent written and verbal communication skills, strong ability to present complex ideas in a clear, and concise manner to and executive audience
  • Skills in quantitative business analysis (Excel), and executive presentation building (PowerPoint) are strongly preferred
  • Influence others within and outside of job sub-function regarding practices, procedures, and policies
  • Proficiency providing technical and consultative support to external customers and identify business needs
  • Experience with process documentation and statistical analysis
  • Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.
  • Resolve undefined and significantly complex problems
  • Ability to organize and prioritize work, meet tight deadlines, drive to achieve goals, and work under pressure in a highly dynamic environment
  • High level of motivation and initiative with ability to meet responsibilities with limited direction and oversight; highly dependable and reliable to deliver on time

Preferred Qualifications:

  • 9 or more years of relevant work experience with a Bachelor 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

Additional Information

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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 107,900.00 to 140,300.00 USD, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
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