Visa
Sr. Service Experience Consultant
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Sr. Service Experience Consultant
Senior Consultant, Service Experience – Visa Government Solutions & B2B Travel
About Visa
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions, and government entities across over 200 countries and territories. Dedicated to uplifting everyone, everywhere, Visa enables seamless payments and secure transactions globally. By joining Visa, you’ll contribute to meaningful initiatives, grow your career, and develop impactful solutions that transcend borders.
At Visa, you have the opportunity to:
- Create large-scale change and tackle real-world challenges.
- Work with a global team of innovative thinkers.
- Shape the future of payments—ensuring every transaction helps uplift humanity.
Progress starts with you—join the team that keeps the world connected.
About the Role: Client Services (CS)
Client Services (CS) delivers industry-leading operational support to Visa’s clients worldwide. As a strategic partner to product and technology teams, CS ensures customer needs influence product design, development, and real-world execution. Key responsibilities include:
- Customer-centric support for product launches, ongoing deployments, and customer engagement.
- Visa Rules management, cardholder dispute resolution, compliance services, client testing and configuration, and client-facing tool support.
- Payment network operations support across platforms like DPS, CyberSource, and Authorize.net.
- Global, multistream support for end-users (consumers & merchants) on behalf of Visa’s clients.
CS plays a crucial role in:
- Deepening client relationships and ensuring Operational Excellence.
- Enabling successful product launches and seamless client adoption.
- Driving effective cross-functional collaboration to optimize client experiences.
Position Overview: Sr. Consultant, Service Experience
You will serve as a specialist for Visa Government Solutions (VGS) and B2B Travel, driving operational improvement, continuous support, and client engagement as a key consultant. Your role spans VGS Client Service Delivery, ensuring peak performance, stakeholder alignment, and client success.
Key Responsibilities
The ideal candidate will:
- Partner with product teams to shape go-to-market strategies for new commercial initiatives.
- Contribute to SOWs, implementation plans, training materials, and roll-out communications.
- Advocate for clients within cross-functional groups to ensure their needs are addressed.
- Optimize service delivery models with technical, business, and client-focused approaches.
- Architect, coordinate, and deliver upgrade projects, ensuring seamless transitions.
- Support release management, change control, and post-deployment KPI tracking.
- Serve as a SME for VGS and B2B Travel, defining service requirements and approaches.
- Develop metrics, KPIs, and performance tracking mechanisms for support functions.
- Improve service quality and operational efficiency through evidence-based recommendations.
Your work will have a lasting impact on client satisfaction, revenue growth, and foundation efficiencies.
Junior (Most Significantly)
Assures [...]
- Lead programs to scale government solutions BOTS support and growth initiatives at the global level.
- Embed within a fast-paced, results-driven environment focused on excellence.
- Serve as a technical leader across payments, business solutions, and regulatory compliance areas to drive continuous improvement (Tier 3-4 Consultant).
- Facilitate and manage communication activates, including advisory roles to key stakeholders regarding client challenges and requirements.
- Develop deep understanding of BOTs and/or Government Programs by providing leadership on high-impact projects.
- Liaise with internal & client-facing teams to strategically position global government programs, including formal advisement and change management consultation.
- Lead cross-functional workshops to ensure supportability and a client services roadmap that delivers service improvement and improvement.
- Engage with evolving business processes to drive efficiency and effectiveness of services across global engagements.
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Essential Operations Responsibilities
- Assess and lead initiatives that impact clients or client-facing teams (new features, releases, product updates).
- Coordinate requirements with Product & Technology teams to identify transition, support, and go-live strategies.
- Collaborate with internal and business teams to capture requirements, conduct assessments, and implement strategies.
- Build support for product and client visibility, including training, technical assistance, and internal capacity-building efforts.
- Drive process and procedural improvement by introducing change methodologies, knowledge-sharing, and performance analytics.
- Ensure risks are identified pre and post-live through partnering with execution leads and aligning on processes/standards.
- Monitor transition readiness and identify issues to support and align efforts with cross-business units.
- Partner with account teams and contributing stakeholders to actively present client needs to Risk & Legal Compliance, Data Privacy, Program Management Offices, and third-party vendors to ensure alignment.
Other Duties (but not limited to)
- Solve Client Issues: Rapidly identify client challenges, advocate internally with executives, partners & stakeholders, propose realistic solutions, and convey key client viewpoints.
- Program Leadership: Execute cross-functional program tasks while ensuring smooth collaboration with clients, product teams, commercial governance or customer operations.
- Communications & Client Training: Work with multilingual product stakeholders to create client communications, encourage cross-team alignment, and facilitate collaboration.
- Vendor SME & Liaison Integration: Provide support to global entities and function transition leaders regarding various critical transition workflows.
- Complex Troubleshooting: Subject Matter Expertise to manage IT outages and service slowdown, troubleshoot ad-hoc support issues, and propose escalation points.
Perks and Benefits of Working at Visa
Visa offers an inspiring workplace that fosters inclusivity, flexibility, and continuous progress.
- Groing your career through Vocational Training Institute and leadership programs.
- ** Network with like-minded peers** through VisaTechCon.
- Access diverse work-life solutions for family, education, or physical well-being.
- Empower global connections and a strong sense of citizenship through diverse roles throughout Visa network.
- Partner with teams across multiple countries to grow new skills and build a global perspective.
- Career growth opportunities, including access to leadership training and global talent development programs.
- Employee well-being initiatives, including holistic health programs, financial wellness support, and workplace flexibility.
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Key Requirements
Education and Qualifications
- Required: 8+ years of relevant work experience with a Bachelor’s degree or 5+ years with an advanced degree (Masters, MBA, JD, MD).
- Pref Counseling: 9+ years with a bachelors or 7+ years with an advanced degree, or 3+ years with a PhD. Hand experience with the card payments networks, or multicurrency/MID through written/current knowledge and implementation with payments industry (impact will be to problems statement solving holistically).
Skills and Experience
- Experience in payments ecosystem, especially regulated environments like .gov or government/double sides.
- Previous success in 'après restitution—or similar responsibling to clients, consulting, and implementing support models (larger regionally and cross).
- Evidence of successfully managing cross functional operations initiatives and outstanding terms in advance.
- Strong project management skills; Knowledge of conditions processes and PMP/Six Sigma certifications is a plus.
- Excellent ability to work in cross-functional collaboration, conflict resolution, and problem and solution.
Nice to have
- Hands-on experience with spays platforms, B2B networks, GDPR, etc..
- Experience in wire TPS activities, settlement and interchange, etc.
- Experience in digital service delivery (APIs, gateways), cloud architecture, integrations, and systems solutions.
Mandatory Soft Skills
- Client Focused: Proven ability to advocate for customer needs and deliver exceptional support.
- Professional Approach: Cultural expertise with a dedication to fostering success through support collaboration and high-quality communication responses.
- Continuous Improvement: Commitment to innovating processes, using past lessons to enhance services.
- Leveraging Data-Driven Insights: Proficient in understanding and using data for performance optimization.
- Goal-Oriented: Strong initiative to prioritize tasks, hit deadlines, and influence outcomes to drive individual and team success.
Workplace Environment
This hybrid position requires a certain number of days in-office, determined in further discussions with department managers.
Final Requirements & Commitments
Visa is committed to diversity, equality of opportunity, and providing equal employment opportunities to all current and prospective employees without regard to race, disability status, gender identity, sexual orientation, veteran status.
Whether working across a desk or as a project lead, Visa is pleased to support verified team members with familial or care giving obligations, student parents, and those undergoing medical treatment.
Join us – uplift everyone, everywhere.
Apply to stand out and become accountable for transforming the industry! Expand your skillset, seek expert mentors, and advance with industry-leading startups, fostering a brighter global future through your work.
Be future-ready. Elevate activism. Uplift the masses.
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