Service Experience Consultant

About the position

This role will focus specifically on Money Movement payment services that Visa provides to facilitate fund transfers/disbursements to cards, accounts, and digital wallets around the world using push payment technology and account aliases like email addresses and mobile phone numbers. The Consultant for North America Service Experience will have a good mix of business, functional and technical knowledge. This is an individual contributor role with global reach collaborating and supporting Client Services, Product, and Technology teams across all markets. The ideal candidate will be well versed in money movement and can work independently with limited supervision for moderately complex projects and initiatives. Strong candidates are self-motivated, adapt quickly to change and are willing to challenge and ask questions in order ensure an optimized client experience.

Responsibilities

• Engage early in the product development process to provide input to design, development, implementation, client engagement and support processes.
• Develop strong partnership with cross functional teams regionally and globally.
• Lead cross-regional and/or cross-functional initiatives that may impact clients and client services teams from a business operations perspective including changes to current products and implementations of new products.
• Serve as a Money Movement subject matter expert, including knowledge of the APIs, VisaNet processing, implementation processes and client integration options, and deployment.
• Liaise with Global Service Experience and other regional peers to understand and evaluate pilot initiatives, product enhancements, and technical business enhancement articles for communication and support with stakeholders.
• Develop and/or update necessary training documentation and artifacts to ensure effective training and knowledge transfer to appropriate teams and ensure they can execute the strategy with the clients.
• Identify and close out issues that prevent supporting clients at scale. Ensuring a feedback loop into Product and Technology that addresses any gaps in processes.
• Anticipate impacts and risks by proactively soliciting input and feedback from global and regional partners.
• Develop presentation material and confidently present complex changes, processes, and initiatives to stakeholders, such as clients, product and operational teams.
• Create, update and maintain detailed project schedules (for all assigned projects or initiatives).
• Act as a primary project lead with Product, Technology, and solutioning teams across the globe.
• Able to confidently lead in ambiguous situations and drive clear outcomes and processes.

Requirements

• 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD.
• Experience in customer support, product or project management or product development in the payments industry is beneficial.
• Knowledge of Visa products and services including working knowledge of payment transaction processing (message routing, authorization, clearing & settlement).
• Understanding of digital payments and web-based technology including HTML, web-based service APIs, JSON, XML.
• Demonstrated experience with strong communications with internal and external stakeholders.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists.
• Excellent verbal and written communication skills, critical thinking 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.
• Customer focus with validated ability to establish productive working relationships with staff and management at all levels.
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, SharePoint, Teams etc.)

Nice-to-haves

• 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.

Benefits

• Medical
• Dental
• Vision
• 401 (k)
• FSA/HSA
• Life Insurance
• Paid Time Off
• Wellness Program