Client Care Analyst - Knowledge Management Analyst

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.

Responsibilities: Collaborate with stakeholders in Managed Services to identify challenges and coordinate process improvement initiatives that enhance speed, quality, and overall customer and employee experience. Coordinate and monitor project activities, ensuring alignment, transparency, and timely delivery, manage timelines and proactively communicate risks and issues to stakeholders. Create, maintain, and standardize business-critical documentation using approved content standards, style guides, and templates to ensure consistency and quality across knowledge assets. Translate complex problems into actionable insights, delivering clear updates and data-driven recommendations to senior stakeholders for informed decision-making. Implement best practices and foster a culture of continuous improvement, leveraging data-driven approaches to optimize processes within Managed Services. Develop and track key performance indicators (KPIs) to measure service delivery effectiveness and support data-driven decisions that improve quality and efficiency. Manage multiple priorities and projects effectively, ensuring timely delivery of high-quality documentation and knowledge resources. Support ad-hoc initiatives and product launches, collaborating with product owners to assess impacts on Client Care and drive related process and documentation updates. Communicate process and documentation changes across Client Care teams to ensure alignment and adoption. This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications: Bachelor’s degree in a relevant field with 3+ years of experience in knowledge management, information management, or a related discipline. Advanced degree (e.g., Master’s, MBA, JD, MD, or PhD) or additional relevant experience is a plus. Proficient in Excel with advanced skills preferred. Certifications such as Lean Six Sigma, PMP, and/or prior experience in process improvement strongly desired. Candidate must be willing to work during US business hours and/or adjust schedule based on business needs. Preferred Qualifications: Knowledge-related certifications (e.g., Knowledge Management, Technical Writing, KCS) are an advantage. Proficiency with Microsoft Dynamics, Jira, and M365 preferred. Familiarity with data visualization tools (Power BI, Tableau) and interest in AI-driven process optimization. Experience with process improvement methodologies (Lean, Six Sigma, Kaizen). Knowledge of process mapping tools (e.g., Visio) is a plus. Ability to work independently and thrive in ambiguous environments. Strong communication skills for engaging internal and external stakeholders. Analytical mindset with proactive problem-solving and risk management capabilities. Advanced understanding of payments industry and Managed Services product lines.

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.