Client Care Consultant (Industrial Engineer Process Improvement)

We are seeking a results-driven Industrial Engineer to analyze design and optimize client service processes in order to enhance client satisfaction efficiency and quality. This role will focus on mapping and evaluating existing workflows designing improved future-state processes and implementing data-driven strategies to streamline operations. The successful candidate will collaborate with cross-functional teams to ensure continuous improvement in alignment with organizational goals. 

Key Responsibilities:

• Analyzes client service workflows (including processes systems inputs and client sentiment) to identify inefficiencies and improvement opportunities.

• Create detailed process maps for existing (as-is) processes and develop optimized future state (to-be) process maps.

• Leverage an archetype framework to recommend optimized client journeys across multiple support functions.

• Develop and implement process enhancements to eliminate waste improve service delivery reduce response times and increase customer satisfaction. 

• Leverage modern AI technologies in developing future forward solutions (including developing custom Visa proprietary capabilities).

• Apply lean principles Six Sigma methodologies and other process improvement tools. 

• Monitor performance metrics conduct root cause analyses and recommend improvement actions. 

• Collaborate with IT operations and customer service teams to deploy technology-driven solutions.    

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

Qualifications :

Basic Qualifications
-5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters MBA JD MD) or 0 years of work experience with a PhD

Preferred Qualifications
-8 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters MBA JD MD) or up to 3 years of relevant experience with a PhD
-Bachelors degree in Industrial Engineering or a related field.
-2-4 years of experience in industrial engineering or process improvement preferably with a focus on customer service or service industries.
-Current certification in process improvement methodology such as Lean Six Sigma or Kaizen.
-Direct experience in workflow redesign process mapping (as-is/to-be) and performance measurement.
-Proven track record of implementing successful process improvements that enhance customer experience.
-Highly proficient in executive presentation
-Strong communication abilities with a high level of English proficiency
-Experience in value stream mapping
-Proficiency in process mapping tools (e.g. Visio Lucidchart) and data analysis tools (e.g. Excel Power BI).
-Excellent problem-solving analytical and communication skills.
-Ability to work collaboratively across departments and geographies. This position requires the candidate to work US business hours.

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.

Remote Work :

No

Employment Type :

Full-time