Job Description

Client Services provides a world-class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization.

The OnDemand Services product organization within Client Services is dedicated to making client interactions with Visa straightforward, intuitive and rewarding through the design, development, and delivery of enhanced experiences. As a member of the Onboarding team within OnDemand Services, you will play a pivotal role in driving process automation and digitization of solutions supporting the Licensing, Implementation and Testing functions.

Your primary responsibility will be to lead the solution enhancement process from inception to deployment. Success in this role requires the ability to cultivate internal client relationships, manage multiple projects concurrently, and influence stakeholders to ensure enhancements are completed on time and within budget. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and internal Visa users.

We are looking for a senior consultant who champions a customer-first digital native mindset and is passionate about developing web/digital service experiences from conceptual design to product requirements to development and client delivery.

Essential Functions

• Work closely with Client Services teams, technology partners, product owners, and other stakeholders to define problems, develop business cases, select solutions, elaborate on requirements, and oversee development, testing, and deployment.
• Establish detailed business requirements and specifications for existing and new services and products. Create user stories and document product requirements. Develop well-formed features specifications and acceptance criteria
• Support strategy and technology investment roadmap development for Client Services.
• Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients
• Coordinate project teams effectively with minimal supervision, ensuring timely completion of projects within the allocated budget.
• Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release in collaboration with product marketing and client success team
• Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required
• Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value to Client Services, focusing on reducing operational costs and maximizing return on investment
• Provide support to the various internal customer support teams to help streamline product rollout
• Develop concise product materials to document the product features to educate stakeholders (e.g., Product Guides, Integration Guides, Release Notes)
• Support strategy and technology investment roadmap development for Client Services.

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

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
• Prior experience in a product, financial services or professional services role
• Proven ability to develop and execute a product roadmap
• Experience with agile-software development methodology, story and requirements definition
• Ability to build and sustain effective relationships with business, product, and technology partners. Comfortable in heavily matrixed organization
• Demonstrated problem-solving and analytical capabilities, ability to use hard data and metrics to back up assumptions and evaluate outcomes
• Excellent written, presentation, and oral communication skills
• Bias for action and self-starter mentality

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 132,300.00 to 191,800.00 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.