Service Experience Analyst

About Us
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

Job Summary The Service Experience Analyst designs and manages a highly tailored service experience to maximize value to clients. This role looks across the end-to-end client service journey and creates meaningful, positive client experiences at every significant moment. The analyst partners with data and client-facing teams to segment clients and implement scalable strategies that enable unique and innovative solutions. A customer-first and experience-centric mindset is cultivated across Visa Client Services. All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work. Key Responsibilities

• Develop and deliver the best servicing and support model for Visa clients, including issuers, acquirers, processors, technology partners, and merchants who accept and process digital transactions.
• Manage day-to-day operations, product support, back-office support, consultative services, and customer performance reporting.
• Mitigate and manage payment fraud and customer payment disputes in a timely, secure, efficient, and fair process for all stakeholders.
• Serve as liaison between Client Services and internal teams, prioritizing customers and placing them at the heart of business operations, products, and enhancements.
• Provide in-depth analysis of data to identify key business drivers and trends for decision making.
• Develop automated dashboards to improve data visibility for users across the organization.
• Create visual maps and artifacts to document service processes and models.
• Develop reporting packages and presentations for leadership and cross-functional teams.
• Maintain and create artifacts such as end-to-end journey maps to document regional and functional processes, highlight inefficiencies, and identify areas of opportunity.
• Maintain continuous global Client Services communication to provide timely feedback to internal teams.
• Define success measures and track status with product on service experience improvements (e.g., Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, reduced service intensity).
• Drive alignment with regions to identify differences and drive consistency and efficiencies through interventions.
• Conduct data and business analysis to better understand key trends and indicators to support decision making.

• 2 or more years of work experience with a Bachelor's Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).
• Experience in using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio).
• Experience in Tableau to design and build visuals (charts and graphs) in an interactive and user-friendly format.
• Experience in organizing and prioritizing work, meeting tight deadlines, and achieving goals in a dynamic environment.
• Experience in collaborating with cross-functional teams.
• Experience in presenting complex ideas in a clear and concise manner to executive audiences.
• Experience in business analysis and reporting.
• Experience in developing and maintaining dashboards and reporting packages.
• Experience in documenting processes and service models.
• Experience in customer performance reporting.

• 3 or more years of work experience with a Bachelor's Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Experience with digital payments.
• Experience in advanced planning, organizational, and problem-solving skills.
• Experience in presenting ideas and analysis to various audience levels.
• Experience in handling numerous projects concurrently.
• Experience in developing automated dashboards and improving data visibility.
• Experience in identifying and implementing process improvements.