Service Experience Consultant

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

This role will focus specifically on Money Movement payment services that Visa provides to facilitate fund transfers/disbursements to cards, accounts, and digital wallets around the world using push payment technology and account aliases like email addresses and mobile phone numbers.

The Consultant for North America Service Experience will have a good mix of business, functional and technical knowledge. This is an individual contributor role with global reach collaborating and supporting Client Services, Product, and Technology teams across all markets.

The ideal candidate will be well versed in money movement and can work independently with limited supervision for moderately complex projects and initiatives. Strong candidates are self-motivated, adapt quickly to change and are willing to challenge and ask questions in order ensure an optimized client experience.

As a Consultant in the North America Service Experience team, you will:

• Engage early in the product development process to provide input to design, development, implementation, client engagement and support processes.
• Develop strong partnership with cross functional teams regionally and globally.
• Lead cross-regional and/or cross-functional initiatives that may impact clients and client services teams from a business operations perspective including changes to current products and implementations of new products.
• Serve as a Money Movement subject matter expert, including knowledge of the APIs, VisaNet processing, implementation processes and client integration options, and deployment.
• Liaise with Global Service Experience and other regional peers to understand and evaluate pilot initiatives, product enhancements, and technical business enhancement articles for communication and support with stakeholders.
• Develop and/or update necessary training documentation and artifacts to ensure effective training and knowledge transfer to appropriate teams andensure they can execute the strategy with the clients.
• Identify and close out issues that prevent supporting clients at scale. Ensuring a feedback loop into Product and Technology that addresses any gaps in processes. Anticipate impacts and risks by proactively soliciting input and feedback from global and regional partners.
• Develop presentation material and confidently present complex changes, processes, and initiatives to stakeholders, such as clients, product and operational teams. Must be able to provide clear directions and processes in a manner that demonstrates leadership and collaboration.
• Creates, updates and maintains detailed project schedules (for all assigned projects or initiatives).
• Act as a primary project lead with Product, Technology, and solutioning teams across the globe.
• Able to confidently lead in ambiguous situations and drive clear outcomes and processes.

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

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Experience in customer support, product or project management or product development in the payments industry is beneficial.
• Knowledge of Visa products and services including working knowledge of payment transaction processing (message routing, authorization, clearing & settlement)
• Understanding of digital payments and web-based technology including HTML, web- based service APIs, JSON, XML
• Demonstrated experience with strong communications with internal and external stakeholders.
• 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.
• Willingness to take on new challenges in a demanding environment and be flexible with multi-tasking and changing priorities. Ability to work in the "grey area" where answers may not be known but need to be developed.
• Excellent verbal and written communication skills, critical thinking skills, attention to detail and interpersonal skills in negotiating and influencing internal and external stakeholders.
• Organized self-starter, result oriented, and a passion for scaling new products.
• Customer focus with validated ability to establish productive working relationships with staff and management at all levels.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, SharePoint, Teams etc.)

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 112,100.00 to 162,600.00 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.