Senior Service Experience Consultant

Job Description The Sr. Consultant, Service Experience will focus on Virtual B2B Payments and will operate as an individual contributor responsible for driving operational excellence, continuous improvement and client engagement in collaboration with cross‑functional partners, primarily focused on the client delivery and support of Visa Commercial Service. This role involves working with client‑facing staff that support financial institutions and collaborating with cross‑functional leaders to drive requirements for best‑in‑class client service delivery. The Sr Consultant provides technical expertise, project management and support to the Visa Commercial Services (VCS) Client Service Delivery team and is responsible for efforts to optimize performance of platforms, drive supportability, help prioritize resolution to client problems, client‑facing release management, change management, and align external communications. Additionally, this role will partner with Product teams to shape go‑to‑market strategies and processes and ensure the needs of the VCS Client Service Delivery organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, migration plans and creating/coordinating the development of artifacts such as transition plans, implementation guides, training, client communications, FAQs, etc. This role is expected to be a specialist across all B2B Virtual Payments, working across the organization cross‑functionally and globally, developing key internal partnerships, achieving results through influence, and executing through collaboration to successfully and continuously improve operations. This role requires a client‑focused mindset with the perseverance to drive longer‑term change for an evolving business and service model. Essential Functions 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 transition, support and implementation requirements for product and services As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training, and advise internal implementation and support teams on product functionality 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 VCS Client Service Delivery organization with other key Visa stakeholders Manages a suite of projects to deploy and enhance the VCS 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. Qualifications Basic Qualifications 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD Preferred Qualifications 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD Hands on experience with cards payments networks, or B2B payments Previous experience with implementations, client consulting, and client support Experience working in multi‑level operations groups and different client‑focused service models, including previous experience working with contact centers Proven track record of leading and driving teams to achieve and exceed established goals and objectives Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline. Six Sigma and/or PMP certification preferred Demonstrated experience learning and working with complex, integrated platforms Ability to comprehend and articulate complex technical concepts or processes into layman’s terms Self‑starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team Experience managing data migration or integration projects Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and Knowledge in application programing interfaces (APIs) gateways. Demonstrated ability to solve complex, cross‑functional issues exercising critical thinking and sound judgment Track record of building and maintaining strong business relationships with internal and external stakeholders Strong understanding of Information Technology, Security, Compliance, and Service Management concepts Hands‑on experience in managing sensitive situations, providing client consultative support, and driving cross‑functional remediation and solutions Experience building metrics and KPIs that measure operational performance Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation Strong oral and written communications Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.). Experience with data analysis and tools such as Tableau Demonstrated Influencing and negotiation skills 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. U.S. Applicants Only The estimated salary range for a new hire into this position is 127,300 to 184,950 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. #J-18808-Ljbffr