Sr Service Experience Consultant
Sr Service Experience Consultant
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Job Description
The Senior Consultant Service Experience for Client Services is responsible for the client service experience for new product launches and optimization of existing products within the Growth & Data the portfolio of products globally. Accountability spans across endtoend service experience from presales to full product activation with the goal to standardize across the regions and optimize products within the Growth & Data Solutions offerings in alignment with Visas Integrated Service Experience Architecture.
Essential Functions
Define the endtoend service experience for a client and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients
For new products and initiatives incubate onboarding and implementations create SLAs and implementations blueprints establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and global Client Care organization.
Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency scalability and consistency
Engage with Product to provide input to design development implementation client engagement and support process with regional feedback and a client lens
Develop strong partnerships with Global Product Regional Client Services and Technology teams to be recognized as a key contributor to their success
Become Growth & Data products subject matter expert in Client Services including knowledge of the processing requirements APIs implementation guides client integration options deployment and postproduction support
Use technical expertise blended with business acumen to solve complex problems independently
Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline define processes and artifacts applicable to all regions and maintain a continuous feedback loop to provide timely feedback to Product
Engage in the development and of Product KPIs ensuring regional alignment
Identify/prioritize key product needs dependencies with regions define success measures and track status with product
Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
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 work experience with a Bachelors Degree or at least 7 years of work experience with an Advanced Degree (e.g. Masters MBA JD or MD) or a minimum of 3 years of work experience with a PhD. Product/project management or product development in the payments industry is a plus
Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists.
Ability to communicate complex technical concepts in a focused and wellorganized manner
Willingness to take on new challenges in a fastpaced environment and be flexible with multitasking and changing priorities.
Ability to work in the grey area where answers may not be known but need to be developed
Excellent verbal and written communication skills problem solving skills attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
Subject Matter Expertise in multiple areas such as card payments products and services payment technologies wallet services gained through years of experience supporting clients and new product initiatives within a paymentprocessing environment
Demonstrated understanding of digital payments and webbased technology including HTML webbased service APIs JSON XML
Working knowledge of core transaction processing (message routing authorization clearing & settlement)
Exhibit advanced planning organizational and problemsolving skills
Demonstrated ability to work in a complex organization to figure out business and customer needs providing the best solution to meet those needs
Functional Project management experience in a client facing role
Desired expertise areas (in one or more of below):
Subject Matter Expertise in areas such as cryptocurrency transactions blockchain technology AI and digital assets to support new payment technologies
Strong understanding of machine learning techniques neural networks and deep learning frameworks.
Knowledge of industry standards and best practices related to AI and machine learning.
Additional Information :
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.
Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
