What a Service Experience Consultant does at Visa:
This Service Experience Consultant role will focus on Risk, Data, loyalty and benefits products, such as Visa Campaign Solution, Visa Offers Network and Visa Digital Benefits Platform, to name a few. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments’ ecosystem. This is an individual contributor role.
Key responsibilities include the following:
- Lead and define the end-to-end service experience for clients.
- Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs
- Define transition plans to migrate support to wider Client Services teams with a focus on operational efficiency & optimization.
- Partner with product & technology teams to develop artifacts, training materials and presentations for the Client Services team
- Become Digital subject matter in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
- Execute Digital initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products and the business and digital release cycle
- Use technical expertise blended with business acumen to solve complex problems by analyzing transaction level detail, API field data, and leveraging Visa tools
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
- Communicate and engage with diverse functional stakeholders throughout product readiness
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
- Influence decision makers at staff, senior and executive management levels within Client and Visa organizations through a combination of negotiation and consultative output
- Use technical expertise blended with business acumen to solve complex problems
- Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
- Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions
Why this is important to Visa:
- VAS Products are an important element of Visa Inc.’s vision of digitizing Consumer Payments through additional channels. This role is key to execute Visa’s strategy for Value Added Services (VAS) & Core Payments and achieve the targeted goals for the company.
- As a Consultant, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.
- This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients and delivering and optimizing services that will help grow their business.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.