Service Experience Consultant

The Service Experience Consultant is the liaison between Client Services (CS) and Product – and extension of the Product team. This role is recognized as a thought leader and authority on client experience and enablement functions and needs. This role excels at matrix management to ensure CS Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement process with a client lens. Often works with specialized teams as the voice of Client Services, to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, Fintechs and merchants worldwide.

Clients are the servicing teams who will be expected to implement and support the products. Client Services works with issuers, acquirers, processors, Fintechs and merchants worldwide to develop and deliver the support model for Visa Inc. This includes day-to-day operations and product support, back-office support, and customer performance reporting.

Within Client Services, the role of Service Experience is to act as the liaison between Product and Client Services. To engage early in the product development process in order to comprehend the strategy, provide input in the design and development stage, to define implementation, support and client communication requirements. Readiness ensures feedback is gathered from Client Services stakeholders as well as clients to ensure continued improvement to processes and products.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager. 

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelors 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

Preferred Qualifications:

• 6 or more years of work experience with a Bachelors 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
• Demonstrated understanding of the payment and data processing industries including industry trends and high-level business drivers
• Experience on a product team, developing applications for end clients
• Financial services, digital payments experience, and demonstrated experience deeply learning complex client applications
• Experience using standard MS Office tools (e.g.MS Project, Excel, PowerPoint, Word, Visio, etc.)
• Excellent verbal, written, presentation and interpersonal skills
• Strong collaboration skills
• Demonstrated technical aptitude
• Able to set priorities, influence others, and manage expectations.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
• Exhibit advanced planning, organizational and problem solving skills
• Demonstrated strong leadership capabilities
• Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs

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.

Visa welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Visa is looking to fill vacant position Service Experience Consultant.  The anticipated compensation range for this position is $105,710 CAD to $155,710 CAD, which includes sales incentive payments/annual bonus. Visa has a comprehensive benefits package for which this position is eligible that includes Medical, Dental, Vision, RRSP, Employee Stock Purchase Program, Life Insurance, Paid Vacation and Wellness Programs. Visa uses artificial intelligence when assessing and selecting candidates.