Director, Client Experience
Director, Client Experience
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Job Description
Client Experience Strategy Develop and execute initiatives that enhance the overall client experience and support Visas long-term vision for growth and transformation.
Journey Optimization Redesign client journeys to eliminate pain points simplify processes and leverage technology for improved outcomes.
Customer Advocacy Represent the client perspective to senior leadership and advocate for changes that improve client satisfaction and loyalty.
CX Partnership Build strong partnerships with Product Regional and Client Care teams to ensure a unified approach to delivering superior client experiences.
Data Analytics Lead the use of data analytics with a preference for data science and Six Sigma methodologies to identify trends measure outcomes and drive continuous improvement.
Reporting Tools Utilize tools such as Tableau or Power BI to visualize data track key metrics and communicate insights to stakeholders.
Survey Management Oversee the prioritization design deployment and ongoing management of client surveys ensuring feedback is actionable and aligned with business objectives.
Program Delivery Lead the implementation of experience-focused initiatives including planning coordination and progress tracking.
Stakeholder Communication Ensure effective communication of program updates and outcomes to internal and external stakeholders.
Feedback Programs Execute ongoing listening strategies to capture and respond to client needs and experiences.
Team Leadership Manage and develop a high-performing diverse and inclusive team promoting engagement and professional growth.
This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.
Qualifications :
Basic Qualifications
- 10 or more years of work experience with a Bachelors Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
Preferred Qualifications
- 12 or more years of work experience with a Bachelors Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters MBA JD MD) or 6 years of work experience with a PhD
- Experience with data analytics. Preference for candidates with a data science background and or Six Sigma certification.
- Proficiency with data visualization tools such as Tableau or Power BI.
- Demonstrated ability to prioritize design and manage client surveys and feedback programs.
- Advocate for the adoption of modern technologies including generative AI (such as GPT) artificial intelligence and automation to enhance client experience and drive innovation.
- Proven success managing teams and driving results in client-focused environments.
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Experience collaborating cross-functionally and influencing at all organizational levels.
- Adaptable to changing priorities and fast-paced environments.
- Experience in B2C andor B2B settings familiarity with Agile Scrum Lean methodologies is a plus.
Additional Information :
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk communicate in person and by telephone frequently operate standard office equipment such as telephones and computers.
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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 144600 to 262100 USD per year which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge skills experience and location. In addition this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical Dental Vision 401 (k) FSA/HSA Life Insurance Paid Time Off and Wellness Program.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
