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.

The Visa Global Service Experience Sr Consultant is the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of CS, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide. This person may be supporting initiatives such as new products and services, enterprise/government mandated projects, and Internal/external SME/Consulting support.
Global Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting. Within Client Services, the role of Service Experience is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Service Experience ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.
This Sr. Consultant role is an individual contributor role responsible for managing complex and strategic Visa initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch. 

Essential Functions
    Develop strong partnership with Global Product team in order to be recognized as a key contributor to their success
    Maintain a continuous path of global CS communication 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
    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
    Serves as primary contact for the Client Service division’s multiple support groups for designated product.
    Provides insight 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.

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.

Local Law 144 Notice for New York City Resident Applicants: For some requisitions, automated employment decision tools ('AEDTs') may be used as part of the assessment process to assist our recruiters in the initial evaluation of your application. If your application is submitted pursuant to New York City Local Law 144, you may request an alternative assessment from the recruiter. Please visit the Visa Global Privacy Notice to learn how we may collect, process, or retain your professional and employment information for recruiting purposes.

Relocation Assistance will not be provided.

    Basic Qualifications
o 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 
o    Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
o    Excellent verbal, written, presentation and interpersonal skills
o    Strong collaboration skills
o    Demonstrated technical aptitude

    Preferred Qualifications
o    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 
o    Able to set priorities, influence others, and manage expectations. 
o    Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
o    Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers
o    Exhibit advanced planning, organizational and problem solving skills
o    Demonstrated strong leadership capabilities
o    Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs
o    Experience with digital payments
o    Understanding of API processing
 

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 126,900.00 to 165,000.00 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.