Senior 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.

This Senior Consultant, Service Experience role is responsible for leading initiatives which support the service model design of the target state network model to support any to any money movement. Initiatives may include developing new client support models, enhancing the client onboarding process, global training initiatives.

This role is part of the Strategy and Service Experience team and sits within the Commercial and Money Movement Solutions function within the wider Client Services organization and serves as a technical specialist and works independently with guidance only in the most complex situations. The role requires close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders.

Essential Functions

• Service and Operating Model design and development:

  • Act as the point of contact responsible for assessing the impact of change on the Commercial and Money Movement Solutions Client Service capabilities, operating model and the people, process and tools.

  • leveraging your subject matter expertise to provide input on all elements of how new products will be serviced and operated, while noting risks and existing gaps.

• Own changes within the Commercial and Money Movement Solutions Roadmap and regularly communicate to regional client facing staff on the impact of new use cases, features, and initiatives to the service model. This needs to be executed within the guidelines of the Global Client Readiness Framework and best practices.

• Serve as an advisor to the Commercial and Money Movement Solutions CS organization, helping to identify gaps, bolster capabilities and deliver efficiencies.

• Embrace and implement new methodologies and optimize on an ongoing basis as the business scales within the organization.

• Be the consummate champion for the regions and develop a strong partnership with the Global Product and Technology teams. 

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.

• Significant experience in a service design in financial services, payment card, or at a consultancy.
• Must have good working knowledge of payments network, processing services, banking or money movement.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
• Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.

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.