Senior Service Experience Consultant at Visa

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

13 May, 26

Salary

0.0

Posted On

12 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Expertise, Project Management, Performance Optimization, Supportability, Client-Facing Release Management, Change Management, Go-To-Market Strategy, Product Roadmaps, Implementation Guides, Client Communications, Subject Matter Expert, Cross-functional Collaboration, Client-Focused Mindset, Impact Assessment, Data Services Products, KPI Development

Industry

IT Services and IT Consulting

Description

Company Description Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world. Progress starts with you. Job Description The Sr. Consultant, Service Experience provides technical expertise, project management, support to 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 service strategies and processes and ensure the needs of the Client Service organization are accounted for prior to launch of new feature/functionality and commercial services. This may include contributing to product roadmaps, enhancement requests, and creating/coordinating the development of artifacts such as implementation guides, training, client communications, FAQs, etc. This role is expected to be a specialist across all Visa Direct products 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. Responsibilities Include: 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 support and implementation requirements for Visa Direct Solutions 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 Client Service organization with other key Visa stakeholders Manages a suite of projects to deploy and enhance the support model, support capabilities, and client service Provide consulting related to service delivery and support of clients/markets to internal stakeholder. 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 function Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. Qualifications Must have strong working knowledge of remittance, money-movement business, payment networks gained through working with Banks, Fintech, Acquirers or Merchants Must have strong technical aptitude with the ability to absorb technical information and apply to business solutions. Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving. Strong analytical skills with the ability to extract and synthesize data into actionable insights Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs. 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. Job Family Group: Client Support Services

Responsibilities

This role provides technical expertise and project management to optimize platform performance, drive supportability, and manage client-facing release and change management, while partnering with Product teams on go-to-market service strategies. Responsibilities include assessing client impacts, liaising with Technology teams, acting as a subject matter expert for Visa Direct Solutions, and developing internal/external communications.