Service Experience Consultant

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

The Client Care Digitization team is focused on the digital transformation of Visa Client Care and Managed Services organizations. With focus on AI, automation and optimization, the team leads the digital roadmap for Client Care to elevate the customer support experience and make engagement with Visa simple, intuitive, and rewarding. As part of this team, the Service Experience Consultant will be responsible for driving automation while effectively managing the overall digital roadmap.

Responsibilities:

• Support the strategy and technology investment roadmap needs for Client Support.
• Work with Platform Product Owners and Technology stakeholders to prioritize, scope, develop and implement requirements.
• Clearly explain a relevant technical solution to business partners or staff, including how it is deployed, how it is used by the company, where it fits in the overall IT architecture and systems strategy.
• Drive operational efficiency through initiatives that produce innovative solutions for optimizing operational tools used by Client Support (reduced cost of ownership/usage, highest return for investment).
• Make data driven decisions and track projects by OKRs, KPIs, SLOs/SLAs, etc.
• Work collaboratively with business stakeholders to develop solutions for improvement of service processes leveraging existing or new platforms.
• Understand the needs and requirements of the business and provide data-driven insights.
• Understand Interfacing applications' strengths and limitations and develop solutions that fit the overall application environment.
• Partner with Client Support Teams, Technology, Platform Product owners and other stakeholders in problem definition, business case development, solution selection and lead in solution designing, business requirement elaboration, development management, testing, and deployment.
• Managing programs from funding, through end user delivery and post deployment support (tool enhancements, fixes, continuous improvement).
• Analyze and refine user stories to understand requirements and develop functional requirements and/or solution design documents.
• Provide partnership and strategic advisory support to organizations within Client Support. Ability to be an effective liaison between the Client Support business leaders, internal technology development and outsourced partners.

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 3 set days a week (determined by leadership/site), with a general guidepost of being in the office 60% or more of the time based on business needs.

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Strong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detail
• Expertise in requirements documentation, application development and project management.
• Strong business presence including presentation, coordination, and leadership potential.
• The ability to be viewed as a strong trusted business partner representing the voice of the client/partner.
• Ability to translate manual processes into automated solutions and integrations
• Proven problem solving and organizational change management skills
• Ability to manage multiple projects simultaneously and prioritize to focus on most important items and must haves that maximize client value
• Demonstrated ability to drive action and sustain momentum to achieve results
• Strong presence and ability to work collaboratively in an Agile environment, and with cross-functional and regionally distributed teams.
• Demonstrated success working in a collaborative environment.
• Strong time management skills.
• Ability to lead by example and embody the Visa Leadership Principles including act decisively, collaborating, communicating openly, leading by example, and exceling with partners.
• Collaborate across functional areas, global regions, and key stakeholders.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 112,100.00 to 162,600.00 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.