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

What’s it all about?

The Service Experience team is the primary liaison between the Europe and global Product groups, Technology and Client Services to ensure Client Services teams and Visa clients can deploy and support current and future product launches and enhancements.

This role is responsible for delivering specialised operational output on complex initiatives without predefined instructions through individual efforts and matrix management. This role is at an intermediate support staff level and is responsible for partnering with Product to understand the strategic roadmap and sales targets, interpret and communicate Client Services and client needs. This role will be responsible for defining a support and implementation plan, executing them for the initial pilot clients/use cases and defining a plan to migrate support to core Client Services teams with a focus on operational efficiency and scaling to support the product sales plans.

What we expect of you, day to day

• Follow a Client Readiness Framework and be the primary point-of-contact for Client Services for assigned client impacting initiatives
• Act as the EU Service Experience leads for multiple initiatives and work closely with the Product and Technology teams to ensure that we act as One Visa (both internally and externally) and can identify and assist in the resolution of any obstacles that may arise
• Engage and collaborate with Product resources throughout the product development lifecycle to identify Client impacts, and define required modifications to onboarding and support processes to address enhancements and the roll-out of new feature functionality
• Responsible for the transition of products/services into BAU
• Partner with Europe Client Services stakeholders to identify and document implementation and support hand-offs associated with the support of products, platforms and programme and introduction of new product functionality/enhancements
• Coordinate and influence internal Visa Resources (e.g. all Client Services teams, cluster-based teams, etc) to ensure delivery on commitments
• Analysis and assessment of initiatives that may impact clients from a business operations perspective including changes to current products, implementation of new products and the bi-annual business release enhancements.
• Perform impact assessment, communicating potential impacts to Client Service staff including populating internal knowledge bases.
• Perform post-project analysis (within the Client Readiness Framework) to identify trends and actions to prevent future client impacts.
• Primary liaison with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps.
• Perform new product/support impact assessments required to ensure overall effectiveness of the entire support organization.
• Role also requires significant interaction and subject matter expertise in a number of broad areas with unique requirements across the globe (e.g. Product variations, BER support practices, Tools, Training, APIs, etc.)
• Responsible for own workflow assignments and must be able to be a fast responder and be proactive in resolving problems and meeting deadlines.
• Liaison with product offices to identify support or implementation gaps prior to product rollouts and assist in resolution of those gaps

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

Degree or equivalent experience. Requires extensive experience in a customer support role in software, financial or information services.
• Subject Matter Expertise in multiple areas of Visanet processing (authorization, clearing & settlement and risk services) as well as understanding of digital based technology including APIs.
• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
• Able to set priorities, influence others, and manage client and stakeholder expectations.
• Demonstrated success in customer relationship management.
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Strong interpersonal skills and proven abilities in negotiating with and influencing customers and staff at all levels.
• Analytical mindset with an ability to question status-quo and generate innovative ideas
• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word)
• Excellent time management, organization, and planning skills are essential.
• Project / program management skills are preferred but certification is not required

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.