Service Experience Consultant

Company Description

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.

Job Description

The Service Experience Consultant role will focus on several digital products, such as Visa Token Service (VTS). The role holder has the unique and exciting opportunity of deploying new capabilities for Token Requesters, Issuers, Acquirers, Merchants, I-TSPs (Issuer Token Service Providers) and TR-TSP’s (Token Requester – Token Service Provider). This role is a good mix of business, functional and technical knowledge providing the role holder the flexibility and learning in a dynamic digital payments’ ecosystem. 

Key responsibilities

• Lead and define the end-to-end service experience for clients.
• Define transition plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization.
• Partner with product and technology teams to develop artifacts, training materials as well as presentations for the Client Services team
• Become a digital subject matter in Client Services including having 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
• Use technical expertise blended with business acumen to solve complex problems by analyzing transaction level detail, API field data, and leveraging Visa tools
• Embrace and implement new methodologies on an ongoing basis as the business scales within the organization

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

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
• Functional Project management experience in a client facing role
• 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 and 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
• Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities.
• Excellent verbal and written communication skills, problem solving 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
• Expert knowledge of standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)

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.