Director, Service Experience

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Unleash your leadership potential in the exhilarating role of Director of Service Experience! As a pivotal player in our Service Experience Value-Added Services (SE VAS) team, you'll be at the forefront of transforming client journeys across Visa Issuing Solutions. Your expertise will be the bridge connecting Product and Technology, infusing the customer's voice into the creation, deployment, and success of Visa products and services.

Imagine yourself as the catalyst, enabling our client-facing teams to launch and scale Issuing Solutions in the marketplace, and transforming the CS Issuing Solutions organization within VAS to flawlessly empower our clients across product lines.

You'll be the champion of consistency, ensuring a seamless approach to all aspects of client integration and servicing, regardless of client type or product. In collaboration with key stakeholders across CS, you'll identify improvement opportunities, implement innovative changes, and track progress to ensure continuous growth.

The What

• Lead a seasoned team of service experience professionals focus on launching new issuer processing innovations.
• Collaborate with product and technology teams, offering valuable insights into design, development, implementation, client engagement, and support processes, driving faster time to market, lower service intensity, and increased client satisfaction.
• Foster cross-functional relationships across the organization, facilitating collaboration and driving initiatives to embed Customer Experience (CX) into projects and operations.
• Stay ahead of the curve by identifying support or implementation gaps prior to product rollouts and spearhead the resolution of these gaps, ensuring smooth and successful launches.
• Boost Client Service (CS) efficiency by defining and spearheading process improvement initiatives, transforming the way we work and serve our customers with a significant focus on automation.
• Implement robust methodologies for analyzing changes, identifying impacts, and communicating potential impacts to CS, product, and technology partners, including enriching internal knowledge bases. Your role will be pivotal in ensuring everyone is on the same page and prepared for any changes.
• Be the driving force behind transformation projects, from defining and managing to implementing them. This includes crafting project scopes, establishing ambitious goals and metrics, developing innovative solutions, identifying potential risks, and executing across various functions.
• Proactively identify and design opportunities to increase service quality and/or efficiency
• Design team goals and ensure team contributes to the overall objectives of the organization.
• Act as the Voice of CS in executive level meetings, and as the Voice of the Customer when escalating issues to Product/Technology
• Provide and evolve business-critical reporting, pulling from multiple systems for different levels of management and cross functional teams.
• Help the teams drive efficiencies through prioritization, potential automation and new tools, enhancements.
  
  

The How

• Self-motivated and driven to get the right things done efficiently (comfortable prioritizing).
• You have a can-do attitude and also know how to handle disruption and pivots with grace.
• Knowledge of Visa DPS processing, but are comfortable seeking feedback from experts.
• Comfortable having difficult conversations while achieving a collaborative and positive outcome.
• Enjoys learning and has a technical aptitude.
• Team player that can challenge the status quo without offending, and aligning audience to the common goal.
• You use data to help support decisions and prioritization.
  
  

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.

Qualifications

Basic Qualifications

• 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/MBA/JD/MD) or at least 3 years of work experience with a PhD
  
  

Preferred Qualifications

• 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• 5+ years of client support experience is required.
• 1+ years of prior management experience in leading high performing teams is highly desired.
• The successful candidate will have the ability to adapt to and influence change, leveraging agility to meet business objectives and transformation outcomes
• Excellent written and verbal communication skills, strong ability to present complex ideas in a clear, and concise manner to and executive audience
• Demonstrated experience building trusted relationships with business leaders and a broad group of project team members and stakeholders
• Demonstrated ability to work effectively in a matrixed team environment, highly collaborative and inclusive working style
• Ability to organize and prioritize work, meet tight deadlines, drive to achieve goals, and work under pressure in a highly dynamic environment
• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
• Able to set priorities, influence others, and manage expectations
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Exhibit advanced planning, organizational and problem-solving skills
• Experience with digital payments
• Strong communication and story-telling skills in presenting ideas and analysis to various audience levels
• Team player, results oriented, and able to handle numerous projects concurrently
  
  

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 138,600.00 to 201,000.00 USD per year, 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.