Senior Service Experience Consultant

What is it all about?

Client Services (CS) provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we are a key internal Partner to product and Technology, bringing the voice of the customer into the design, development and successful deployment of Visa products and services. and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

CS is also responsible for a host of critical services that support the broader Visa organization and clients, including Visa Rules management, cardholder disputes, compliance, client testing and configuration, and client tools. The team also provides support for Visa’s DPS, CyberSource and Authorize.net businesses. Across time zones and borders, we provide clients with a comprehensive set of services including on-behalf-of contact center support to the end consumer and merchant. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

The Sr. Consultant, Service Experience will focus on Visa Government Solutions (VGS) and B2B Travel for an individual contributor responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross-functional partners, primarily focused on the client delivery and support of these products.  This role involves working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

The Sr Consultant provides technical expertise, project management and support to the Visa Government Solutions (VGS) and B2B Travel Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client-facing release management, change management, and align external communications.  Additionally, this role will partner with Product teams to shape go-to-market strategies and processes and ensure the needs of the Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services.  This may include contributing to product roadmaps, enhancement requests, migration plans and creating/coordinating the development of artifacts such as transition plans, implementation guides, training, client communications, FAQs, etc.

This role is expected to be a specialist across the products coming into the regions, working across the organization cross-functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations.  This role requires a client-focused mindset with the perseverance to drive longer-term change for an evolving business and service model.  

What we expect of you, day by day:

• Assesses and leads initiatives that may impact clients and client-facing staff from a business perspective including changes to existing products, implementations of new features and releases.  Ensures communication objectives are achieved and unanticipated impacts are mitigated
• Liaise with Product and Technology teams to identify transition, support and implementation requirements for product and services
• As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality
• Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities
• Provide consulting and technical expertise to structure an effective implementation approach
• Perform impact assessments to ensure overall effectiveness of the support organization
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management)
• Oversees programs and action plans, aligning efforts of the Client Service Delivery organization with other key Visa stakeholders
• Manages a suite of projects to deploy and enhance the support model, support capabilities, and client service
• Provide go‑to‑market expertise and project management for global and regional VGS initiatives
• Partner with Client Services, VGS, VCS, and Technology teams to support or lead programs that drive operational excellence and revenue growth
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal.  Brings the Voice of the Client to cross-functional teams.  Influences prioritization and product roadmap
• Monitor activation of product/service changes, proactively identifying and manage any processing or business issues experienced at go-live.  Facilitates release management from a client point of view.
• Develops internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests
• Drives prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs
• Develops and manages a set of KPIs/metrics to track performance of the Client Service Delivery function
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. 

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.