The Strategic Initiatives and Transformation Office (SITO), Client Services, is responsible for driving strategic initiatives in support of the Client Services 2030 strategy.
This Director, Individual Contribution position, will lead global and cross-functional strategic initiatives aligned to defined roadmaps to deliver business outcomes. The role focuses on accelerating Client Services’ transformation into a best-in-class Client Success organization to drive revenue growth and deliver exceptional customer experience. Key responsibilities include building new enablement materials, capabilities and tools for Client Success Managers through partnerships across functions.
Responsibilities include:
- Partnering with SVP-level executive sponsors, and VP-level champions, to develop strategic initiative objectives, workstreams and roadmaps to achieve business outcomes in alignment with the Client Services 2030 strategy.
- Governing strategic initiative roadmaps and workstreams to achieve key outcomes, managing key risks and dependencies to ensure strategic initiative success.
- Driving global cross-functional steering and working groups in support of strategic initiative objectives, influencing key stakeholders as required.
- Partnering with key functions to digitally enable the Client Success organization, by clearly defining business requirements for critical capabilities and overseeing a roadmap inclusive of short, medium and long-term initiatives.
- Developing and executing a multi-year learning and enablement strategy for Client Success related to processes, products, tools and skills.
- Designing and executing a multi-year change communications strategy, which focuses on value realization, by tracking and reporting on measurable outcomes of strategic initiatives.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
- Experience in corporate strategy, consultancy and/or a transformation-orientated role, with proven experience in Customer Success.
- Proven track record of owning and delivering high-impact, global and complex strategic transformations to improve client experience and increase organizational revenue
- Outstanding stakeholder management, with experience in leading enterprise transformation initiatives by facilitating global and cross-functional steering/working committees
- Strong understanding of digital tools, technologies, and platforms used in best-in-class Client Success organizations
- Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and measuring the success of strategic initiatives
- Strong executive presence, communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels
- Demonstrated ability to work autonomously to lead multiple projects and priorities in a fast-paced and complex environment
- Experience in developing and executing a change communications strategy to activate key stakeholder groups and communicate value realization outcomes in an inspiring fashion
- Proven ability to formulate strategy, and demonstrated critical thinking to solve complex problems to operationalize strategic roadmaps
- Strong teamwork capabilities with an ability to work effectively across functions, levels and geographies
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.
