What is it all about?
Client Services (CS) provides industry-leading operational support to Visa鈥檚 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鈥檚 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鈥檚 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:
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.