Client Experience Sr. Director

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

Visa is seeking a Client Experience Senior Director within the Visa Direct Product organization. This leader will play a crucial role in developing and implementing strategies to enhance customer satisfaction and accelerate time to revenue. A primary responsibility of this role is to cultivate a customer-centric culture within the Visa Direct organization, ensuring that every decision and strategy is guided by the needs and expectations of our clients.

In this role, the Client Experience Senior Director will design and implement strategies to improve the client experience. This requires a deep understanding of the client journey, mapping out every touchpoint from the onboarding process, integration and testing experience to product launch and handover to the client services team. The role holder will provide clear strategic product direction based on Visa Direct priorities, drive initiatives, and partner with sales leaders to accelerate revenue growth. Additionally, they will attract, develop, and retain next-generation leadership and talent.

The individual will collaborate closely with key stakeholders across the organization, including Technology, Sales, Operations, and Compliance Risk, to build a best-in-class customer experience.

Responsibilities:

So, what do we expect of you, day to day?

• Define and execute the product roadmap based on the Client Experience teams’ vision and strategy.
• Lead, mentor and manage expert product development teams with significant experience in in the payment industry.
• Identify existing gaps in the client journey and propose improvements and changes to fill these gaps.
• Define metrics and establish success criteria for solutions designed to enhance the customer journey.
• Identify, develop, lead, and inspire a team of innovative and engaged individuals focused on delivering best in class customer experience.
• Champion Visa values and innovative DNA across the organization. Act as an ambassador to attract world-class and diverse talent in the market, whilst developing internal talent capabilities that will help Visa to thrive.

Key Capabilities:

• Strategic thinker: Has superior strategic and analytic skills and is capable of clearly communicating a long-term vision to his/her team, the Company, and Visa’s clients. Demonstrated success in embedding customer-centricity and delivering product commercial strategies across cross-functional global teams. Is integrated into the payments products industry, stays current on competitive and market trends, and brings those insights to inform Product strategy for the organization.
• Communication: Excellent communication, presentation and, storytelling skills, with the ability to articulate complex and technical concepts to a variety of audiences, and to influence and persuade senior stakeholders.
• Client Focus: Cultivates partnerships with current and potential customers across the payment’s ecosystem. Understands the current industry and can link potential client needs to future product development initiatives. Strong presence and engagement with clients.
• Team Leadership: Identify, develop, and lead a team of product specialists through effective people management and development programs in accordance with Visa values and practices. Foster an inclusive team culture that is collaborative and inquisitive, developing bench strength and planning for succession while able to make tough decisions when required.
• Influence and Relationship Building: Exhibit relevant and consistent leadership behaviors in team management and internal interactions with peers, senior management, clients, and third-party vendors. Work effectively across a global matrix organization.
• Champion for Talent: Engenders trust as a leader, internally & externally, championing the Visa brand for high-potential and diverse talent. Continually seeks diverse perspectives and creates an inclusive environment for collaboration through the region and Visa’s organization.

Personal Characteristics:

• An intellectually curious but humble leader with a high degree of compassion, able to engage, enable, and inspire others.
• A hands-on approach to all activities with real passion and high levels of energy. Agile and comfortable adapting to different environments.
• Creative and resourceful in overcoming barriers and unexpected roadblocks. Courageous in spirit, driving change through innovation.
• An authentic leader who intuitively engenders an inclusive environment, enabling the business to reach its ambitious goals.
• Possesses high personal standards of ethics and integrity towards employees, stakeholders, and customers.
• Diversity of thought and experience. Continually seeks new perspectives and feedback, takes an inclusive approach, and engages diverse points of view.
• High levels of learning-agility with a real interest in the payment ecosystem and a ‘technology / digital-first’ approach.
• Entrepreneurial and comfortable with ambiguous and change-led environments self-confident with an authentic style that gravitates to championing change.
• Eager to seek a challenge and expand frontiers brings a visionary approach. Sets and meets a high bar of goals and principles.
• Committed to building a community through Visa’s Leadership Principles.
  • Lead Courageously
  • Obsess about Customers
  • Collaborate as One Visa 
  • Execute with Excellence

Qualifications

• The ideal candidate will bring 12+ years’ experience in product development/management with a track record of customer-centric decision making, preferably in the financial/payment industry.
• S/he should be a natural collaborator, with excellent communication skills and strong executive presence. The individual must be disciplined in prioritization, able to execute and commercially driven. S/he will be comfortable with ambiguity, possessing the maturity and capability to interact and influence across multiple levels of the organization, internal and external, to Visa.
• Functional Product experience, with a mature understanding of payment systems (card networks, ACH, RTP, SWIFT, & digital wallets), product lifecycle strategies, design, and execution. Technical in nature with the ability to understand and shape the details as well as set an overarching direction.
• Outstanding problem solving and analytical / decision-making skills through using of data. Ability to be a thought partner to Executive Leaders and peers with a focus on intellectual rigor.
• Fluency in English required.
• Fluency in Spanish is a plus.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 181,100.00 to 283,050.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.