Sr. Service Experience Consultant

About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.

Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.

Job Description

The Visa North America Go to Market Services 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.

North America 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 Go-to-Market Services 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. Go-to-Market services team 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 and Regional Product team in order to be recognized as a key contributor to their success
• Maintain a continuous path of North America 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 within region, 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 the framework for North America Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
• Define and execute global/regional 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 for North America
• 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. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

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 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 • Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.) • Excellent verbal, written, presentation and interpersonal skills • Strong collaboration skills • Demonstrated technical aptitude • Able to set priorities, influence others, and manage expectations. • Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines • Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers • Exhibit advanced planning, organizational and problem-solving skills • Demonstrated strong leadership capabilities • Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs • Experience with digital payments • Understanding of API processing

U.S. Applicants Only

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