Service Experience Consultant

Job Description

What a Service Experience Consultant does at Visa:

This Service Experience Consultant role will focus on Risk, Data, loyalty and benefits products, such as Visa Campaign Solution, Visa Offers Network and Visa Digital Benefits Platform, to name a few. 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.

Key responsibilities include the following:

• Lead and define the end-to-end service experience for clients.
• Foster close partnership and collaboration with key internal groups such as Product, Technology, Sales and Client account teams to deliver growth objectives, meet client and stakeholder needs 
• Define transition plans to migrate support to wider Client Services teams with a focus on operational efficiency & optimization.
• Partner with product & technology teams to develop artifacts, training materials and presentations for the Client Services team
• Become Digital subject matter in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
• 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
• Communicate and engage with diverse functional stakeholders throughout product readiness
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
• Influence decision makers at staff, senior and executive management levels within Client and Visa organizations through a combination of negotiation and consultative output
• Use technical expertise blended with business acumen to solve complex problems
• Act as the primary point of contact, coordinating and communicating the resolution of key client incidents or problems
• Be the subject matter expert by leveraging deep knowledge of client pain points and creative problem-solving skills to propose potential enhancements and solutions

Why this is important to Visa:

• VAS 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) & Core Payments and achieve the targeted goals for the company.
• As a Consultant, you play a pivotal role in ensuring that you and your team are fully capable and confident of implementing campaigns that are completed timely, cost effectively, accurately and reliably.
• This role provides you an excellent opportunity to deepen client partnerships by driving value to our clients and delivering and optimizing services that will help grow their business.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Qualifications

What you will need:

• Bachelor’s or Master’s degree in Computer Science, Technology or equivalent qualification
• At least 8 years of experience in product/project management or product development in the payments industry
• 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)
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and well-organized manner. Engage clients and stakeholders effectively, influencing through impactful oral and written communications
• Excellent problem-solving skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders
• Demonstrate strong leadership capabilities and interpersonal skills to lead clients on solutioning, issue management and consulting
• Leadership qualities that embody the Visa Leadership Principles of Lead Courageously, Obsess about Customers, Collaborate as One Visa and Execute with Excellence
• Work independently, make good decisions with limited information, and work well under pressure
• Willing to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities
• Organized self-starter, result oriented, and a passion for scaling new products
• Expert knowledge of standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Additional language skill sets are preferred. (e.g – Mandarin, Korean, Japanese)

Additional Information

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.