Sr. Service Experience Consultant

Sr. Consultant, Service Experience

Client Services (CS) 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.

The Sr. Consultant, Service Experience will focus on Visa Commercial Solutions (VCS) Hub rollout 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. they would lead Service Experience strategy, operational readiness, and client enablement for Embedded Payments and Agentic Commerce solutions. Partner with Product, Technology, Operations, Client Services, and regional teams to support commercialization, implementation, and ongoing optimization of emerging payment capabilities. Success in this role requires expertise in fintech and commercial payments, API integrations, and program management.

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 in Fintech integrations and Agentic Commerce, 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.

This position is a Hybrid role to be based in our Atlanta, GA office location. Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

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
• Experience in time management, organization, and planning.
• Experience in business communication (written and verbal) with attention to detail.
• Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, etc.).
• Experience in technical consulting and client support.
• Experience in documenting technical processes and integration complexities.
• Experience in customer support, product/project management, or product development in the payments industry.
• Knowledge of Visa products and services, including core transaction processing (message routing, authorization, clearing & settlement).
• Experience in API technologies
• Experience in digital payments and web-based technology (HTML, web-based service APIs, JSON, XML).
• Experience in consuming web-based APIs using tools such as Postman.
• Experience in networking terminology and architecture.
• Experience in setting priorities, influencing others, and managing client expectations.
• Experience in communicating complex technical concepts in a focused and well-organized manner.
• Experience in using Visanet tools such as TLC, TRA, Splunk, Jira, etc..

Information for US Applicants

For roles located in the US, the estimated salary range for this position is $127,300.00 to $ 204,100.00 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.

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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.