Director, Service Experience

What a Director, Service Experience does at Visa: This Director role will focus on Consumer Payments and Platform Products. The role holder has the unique and exciting opportunity to engage with Global Product and Regional Client Services to lead global readiness efforts to deploy new products and enhancements to existing services.  This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic payments ecosystem. This is a senior individual contributor role reporting into Director, New Service Experience: GTM Services Consumer Payments Platform Product, Global Client Services.  In this role, you are expected to:   Define the end-to-end service experience for a client, and develop necessary documentation to educate Client Services and ensure they have the necessary artifacts to educate and execute the strategy with clients Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency, scalability, and consistency Globally lead products initiatives that may impact clients from a business operations perspective including changes to current products, implementations of new products, and the business and digital release cycle Lead and engage with Product to influence design, development, implementation, client engagement and support process with regional feedback and a client lens Develop strong partnerships with Global Product, Regional Client Services, and Technology teams to be recognized as a key contributor to their success Become Consumer Payments and Value-added Services products (focus on Visa Token Service) subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support  Engage in the development and execution of Product KPIs, ensuring regional alignment Identify/prioritize key product needs, dependencies with regions, define success measures and track status with product Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, API field data, and leveraging Visa tools. Engage regularly with regional Client Services peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions, and maintain a continuous feedback loop to provide timely feedback to Product Embrace and implement new methodologies on an ongoing basis as the business scales within the organization Responsible for own workflow assignments, and to take initiative to resolve problems and meet deadlines under limited supervision ​Additionally, this role requires independent leadership responsibilities such as: Continuously communicates with others within and outside of Service Experience to influence the needed direction regardless of position level Represent Client Services to lead multi-year strategic initiatives that require additional expertise and insight to actively engage with to help design product strategy Work across business lines to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products 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.