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’s it all about?

As Visa continues a path of innovation and growth, where we are carefully focused on a client’s full lifecycle with a client centric mindset at the core of all we do, we are searching for a Consultant within the Europe Client Success team to strengthen our ‘voice of the customer’ within Visa, to aide use creating the best possible customer experience at every client interaction with Visa.

This is an exciting opportunity within the Europe Markets Leadership team to support all Client Success Managers (CSMs) and their markets drive innovative initiatives aligned with client engagement and health scores that ultimately help our clients achieve their success outcomes and metrics against their strategic priorities.

This is an intermediate-level professional contributor role that will have the opportunity to engage with multiple stakeholders within the Client Services organization, across market-based business functions as well as with global teams, as we travel the path of the CSM modernization.

The individual will be responsible for proactive, strategic discussions with their main client facing stakeholders as well as within our client support, product, sales and other functions to work towards ensuring the input and observations from our clients, across Europe, is thematically addressed to fix blockages and ensure a seamless customer experience.

This role is pivotal as a key regional ambassador as the collective Europe voice of the customer based on the data points, input across all CSMs in Europe, to initiate changes necessary to give our clients a consistent world class experience.

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

What we expect, day to day:

• Be responsible for pro-actively and continuously creating a wholistic view of the Europe customer engagement experience and insights -  leveraging continuous NPS results, information obtained from client events/ forums, as well as key input provided to client success colleagues in their client engagements
• Translating client insights into action plans and identify the key stakeholders from across the Visa spectrum who can support take necessary steps to act upon the insights, as relevant
• Coordinate, track and reports on progress and risks on all client success owned initiatives – regional or globally driven
• Develop predictive analytics against the progress of Client Success and Client Services (market relevant)  OKRs in a frequent/ periodic basis and support the Europe Head of Client Success with insights to act upon or to ensure we have success stories created
• Work alongside the Europe Sales Excellence team to:
  • Manage the annual Global Client Engagement Survey process and ensure a high response rate from CS client contacts and high scores against the CS client question
  • Review the sales pipeline ensuring adequate CS coverage and readiness during and post the deal closure
  • Drive rigour on the OneCRM account data/ assignment/ contacts/ account planning , client meetings etc data management and maintenance
• Work alongside the Client Services Cluster Leads to:
  • Maintain a good traction on the NPS feedback loop to clients
  • Manage the outcome action plan from the Executive CS visits with clients and ensure feedback loop and concrete next steps, as relevant
    • Prepare Head of CS Europe Markets with client visit briefings and follow up notes and actions
  • Identify opportunities for client or internal focused consolidated outreach/ enablement based on CSM input on areas that create blockers to their BAU and proactive tasks
  • Centralise regional or global focused initiatives where CSMs are expected to be the ‘A’ in execution
• Support the development of central assets to refine the daily activities of the CSMs and hence decrease their time spent on low value activities – includes, analytics, dashboards, templates etc.
• Be the central Europe Markets champion for all OneCRM activities and drive/ monitor rigour in data maintenance and logging to information aligned with daily tasks
• Own the Europe Markets CSM learning path adherence and adoption, alongside our Global CSM programme as well as support/ train some learning topics where the individual becomes a champion/ SME in a subject area
• Be the champion for all CSM analytics and tools that are driven from the Global CSM modernization programme to improve our client experience as well support the CSMs be highly productive in their execution

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.

• The ideal candidate should be a self-starter with a demonstrated ability to work collaboratively to achieve results as part of an effective team
• Holds a Bachelors/Degree or foreign equivalent
• Foundational understanding of the card payments industry
• Excellent written and verbal communication skills in English to communicate with global Visa teams
• Good verbal, written, presentation and interpersonal skills are required.
• Good time management, organization, and planning skills are essential.
o Project management experience and certification is a plus
o Lean Six Sigma training and certification is a plus
• Ability to set priorities independently (as far as possible), and work collaborative to influence stakeholders and colleagues drive the outcomes expected from the role
• Ability to empathize/ understand client and CSM sentiment and translate these into actionable plans and perhaps business cases to convince management to invest in initiatives and projects
• Ability to effectively prioritize and multi-task under tight deadlines.
• Guide and impact others within the same job area on matters related to practices, procedures, and policies.
• Fully computer literate in MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• It is desirable to have experience in utilizing a CRM tool to oversee client interactions and achieve desired outcomes
• Candidate may be required to help support across any European market in a CSM capacity to support CSMs during holiday or sick period or other need that may arise for short periods of time. hence the ability to speak/write other languages is an added advantage
• Willingness to travel as you may be required to travel 10% of the time to your Client location for client-facing activities, as well as to Visa internal conference/trainings/meeting on ad-hoc basis

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.