Service Experience Consultant, Visa Direct

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 bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

**What a Service Experience Consultant does at Visa**:
This role will focus specifically on Visa Direct - a payment service that Visa provides to facilitate fund transfers/disbursements to cards and accounts around the world using push payment technology. The role holder has the unique and exciting opportunity of deploying a relatively new payment capability and an impact of driving future market growth for Visa. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payment ecosystem. This is an individual contributor role working independently under limited supervision and requires strong execution, analytical skills, and relationship management with key stakeholders.

Key responsibilities include the following:

- Design and enable delivery of a scalable, repeatable, and effective client service experience from deployment to support for new solutions, while anticipating and planning for deviations to intended experience
- Manage client facing project implementation plan for new use cases
- Act as the “voice of the customer” internally to continually enhance the service experience
- Execute Visa Direct initiatives that may impact clients from a business operations perspective including changes to current products, business and digital release cycle
- Become Subject Matter Expert for Visa Direct within Client Services including knowledge of the APIs, VisaNet processing, settlement models, client integrations and post-production support model
- Enhance existing processes and provide Visa Direct related consultation to clients and internal teams.
- Use technical expertise blended with business acumen to support resolution of critical issues by analyzing transaction level detail, API field data, leveraging Visa tools, and interfacing with cross-functional teams
- Develop artifacts, training materials and presentations for the Client Services team
- Define transition plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization
- Stay current with industry and client trends and maintain a strong knowledge of Visa products and services
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

**Why this is important to Visa**:
Visa Direct is an important element of Visa Inc.’s vision of digitizing new payment flows for domestic and cross-border use cases. This role is key to execute Visa’s strategy to penetrate new payment flows and achieve the resulting targeted incremental revenue for the company.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

**Qualifications**:

- Bachelor’s Degree in Computer Science, Technology or equivalent
- 8+ years of experience in product/project management or product development in the payments industry, in a client facing role
- Functional Project management experience in a client facing role
- Understanding of digital payments and web-based technology including HTML, web
- based service APIs, JSON, XML
- Working knowledge of core transaction processing (message routing, authorization, clearing & settlement)
- Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking 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 communica