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**

The Client Services team 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, and enabling our client facing teams to deliver and scale new products, services and initiatives into the market.

Within Client Services, the role of the Service Experience team is to take ownership of a product team’s vision and deliver with excellence for our clients on behalf of Visa. This team acts as the liaison between Product, Technology and Client Services to engage early and provide input during the design and development stages, including building out implementation and support requirements, and partnering cross-functionally to identify and communicate platform and product roadmap impacts to the client facing support teams to enable our clients’ success.

**What a Service Experience Consultant does at Visa**:
This Service Experience Consultant role will focus on several digital products, such as Visa Token Service (VTS). The role holder has the unique and exciting opportunity of deploying new capabilities for Token Requesters, Issuers, Acquirers, Merchants, I-TSPs (Issuer Token Service Providers) and TR-TSP’s (Token Requester - Token Service Provider). This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments’ ecosystem. This is an individual contributor role reporting into Senior Director, Client Services, AP.

Key responsibilities include the following:

- Lead and define the end-to-end service experience for clients.
- Define transition plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization.
- Partner with product & technology teams to develop artifacts, training materials and presentations for the Client Services team
- Execute Digital initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products and the business and digital release cycle
- Use technical expertise blended with business acumen to solve complex problems by analyzing transaction level detail, API field data, and leveraging Visa tools
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

**Why this is important to Visa**

Digital Products are an important element of Visa Inc.’s vision of digitizing Consumer Payments through additional channels. This role is key to execute Visa’s strategy for Value Added Services (VAS) and Core Payments and achieve the targeted goals for the company.

**Projects you will be a part of**:
This is an incredibly exciting time to join the Service Experience team. You will be operating in a fast paced, unstructured setting to contribute establishing new product lines. You will work with Visa clients to deploy and operationalize new use cases by collaborating with a high performing team.

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**:
What you will need:

- Bachelor’s degree with at least 8 years of experience in product/project management or product development in the payments industry
- 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 multitasking and changing priorities.
- Excellent verbal and wr