Service Experience 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.

Within Client Services, the role of the Service Experience team is to take ownership of a product team’s vision and deliver excellence for our clients on behalf of Visa. This team acts as the liaison between Product, Technology and Client Services to engage early and provide input during the design and development stages, including building out implementation and support requirements, and partnering cross-functionally to identify and communicate platform and product roadmap impacts to the client facing support teams to enable our clients’ success.

What a Service Experience Analyst does at Visa:

This Service Experience Analyst 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
• 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
• 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

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

What you will need:

Bachelor’s degree in Computer Science, Technology or equivalent qualification

At least 5 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

Prioritize the interests of our clients

Identify and regularly connect with stakeholders

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)

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.