Senior Service Experience Consultant

Company Description

Visa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.

When you join Visa, you join a culture of purpose and belonging - where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world - helping unlock financial access to enable the future of money movement.

**Join Visa: A Network Working for Everyone.**

**Job Description**:
**Team Summary**

Client Services 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. In addition to support client implementation of Visa products and services globally, Client Services 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.

We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business

**What a Senior Service Experience Consultant does at Visa**:
As a Senior Service Experience Consultant, you will be leading Client Services operational and client engagements in Asia Pacific with the objective of ensuring new to market or major product enhancements are fit for deployment in market and can be supported. In this role, you are expected to:

- 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 support and implementation requirements for VBS product and services
- 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 VBS Client Service Delivery organization with other key Visa stakeholders
- Manages a suite of projects to deploy and enhance the Visa Business Solutions support model, support capabilities, and client service
- 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.

**Why this is important to Visa**

This enables us to deepen our partnership with our clients and bring value to their business.

**Projects you will be a part of**:
As part of the team, you will get opportunity to work on strategically important projects for clients and Visa
- Working with cross-functional team to identify opportunities and leverage on internal tools and expertise and develop holistic solutions to help increase service quality, revenue and efficiency for clients
- Understanding the new products and services requirements and coordinate internal resources to accomplish Visa objectives and client deliverables

This is a hybrid position. Hybrid employees can alternate time