Senior Consultant, Client Services - Global Service Experience

Visa•Foster City, CA

21h•Hybrid

About The Position

The Senior Consultant, Global Service Experience is an individual contributor role responsible for designing and optimizing the end-to-end client experience for new stablecoin products. This role shapes how stablecoins are operationalized globally within Visa’s regulated payments network, spanning from pre-sales engagements through production support to ensure effective product scaling, client satisfaction, and accelerated time-to-revenue. Sitting at the intersection of Product, Technology, and Client Services, the position ensures Visa’s stablecoin products are globally ready from launch through long-term support. It involves close collaboration with Product teams to understand go-to-market strategies, develop subject matter expertise, create high-quality product documentation, define efficient implementation and onboarding processes, and establish scalable support models. The individual will also partner with service experience teams across Visa’s five global regions to drive readiness through communication, pilot support, and training. Successful candidates have experience with digital assets and cryptocurrencies, are eager to develop deep expertise in stablecoins and blockchain technologies, are self-directed, strategic problem-solvers, and possess a customer-first, digital-native mindset. They have strong technical aptitude and business acumen, are solution-oriented, and continuously adapt to new solutions, tools, technologies, and methodologies.

Requirements

8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Work experience with digital assets and cryptocurrency.
Experience defining and managing the end-to-end client experience for new digital products and services and championing the voice of the customer to influence product design.
Deep understanding of client implementations, configuration, testing, and support.
Experience in the payments industry with knowledge of card payment products and services, digital wallet solutions, and core transaction processing, including message routing, authorization, clearing, and settlement.
Demonstrated ability to build strong cross-functional partnerships, navigate complex organizations and independently lead initiatives to overcome challenges and achieve desired outcomes in a fast-paced environment.
Technical aptitude and understanding of APIs, SDKs, mobile applications, websites, payment processing systems and security.
Ability to quickly assimilate technical concepts, apply to products, understand impacts on client experience, and communicate solutions clearly and concisely to a wide range of technical and business stakeholders.
Excellent verbal and written communication skills, problem-solving abilities, analytical and critical thinking, and attention to detail.
Strong interpersonal skills with demonstrated ability to negotiate and influence internal and external stakeholders.
Candidate must be a self-starter and have a disposition to work independently with a willingness to take on new challenges, adapt to changing priorities, and work with ambiguity.
Experience or familiarity with program management, project management, and product management using agile/waterfall methodologies.
Proficient with Microsoft Office Applications (Outlook, Excel, PowerPoint, Visio).

Nice To Haves

Experience in service experience roles at Visa.
Experience with AI tools, SharePoint, MS Power Automate, and Jira.

Responsibilities

Define the end-to-end client experience for Visa’s stablecoin products with a focus on operational efficiency, scalability, and consistency.
Develop strong partnerships and lead cross-functional engagements across Global Product, Regional Client Services, and Technology teams.
Engage with Product teams to provide input to design and development, incorporating regional feedback with a client lens.
Identify risks and client readiness gaps early to influence product decisions and shape client engagement models, implementation approaches, and support processes in partnership with key stakeholders.
Build deep technical subject matter expertise across assigned stablecoin products, including APIs, SDKs, processing flows, clearing and settlement, client integration options, configuration, and administrative tools.
Engage regularly with regional Client Services partners to communicate go‑to‑market plans, support client pilot initiatives, drive global issue resolution, adapt processes and artifacts to meet regional requirements, and deliver training.
Ensure required client‑facing and internal documentation is created and maintained.
Design scalable onboarding and implementation processes.
Establish and evolve support models for regional Client Services teams, including contractual service level agreements (SLAs) and internal service level objectives (SLOs).
Transition client implementation, testing, and support responsibilities to regional teams as products move from the pilot phase to general availability.
Define success criteria, establish KPIs, and develop reporting to track client adoption and post-release product performance.
Establish feedback loops to gain insights from clients and internal teams to influence product design and enhancements to drive business value and continuous improvements to the client experience.