Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
The AP Service Experience team is responsible for designing the client service experience for new solutions and delivering end-to-end client implementations for products, solutions, infrastructure, and new client onboarding.
What a Consultant, AP Service Experience does at Visa:
AP Service Experience team is part of Client Services organization that designs and manages a highly tailored service experience to maximize value to clients. We look across the end-to-end client service journey to design meaningful and positive client experiences at every significant moment. We partner with Product, Technology & other client-facing teams to segment our Asia Pacific clients and implement scalable strategies that enable unique and innovative solutions.
This role will focus on new payment solutions such as Visa Flexible Credential, Visa Accept, Visa Pay, Visa Recurrent, and Stablecoins. The role holder has the unique and exciting opportunity of leading and deploying new capabilities for Issuers, Acquirers, Merchants and Merchant Partners. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the dynamic digital payments’ ecosystem. This is a senior level individual contributor role reporting into Director, AP Service Experience.
In this role, you are expected to:
- Design and enable delivery of a scalable and repeatable and effective client service experience from implementation to support for new solutions, while anticipating and planning for deviations to intended experience
- Lead client technical solutioning discussions with a client centric mindset
- Lead client pilots of new solutions
- Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization
- Lead initiatives that impact clients from a business operations perspective including changes to current products, implementations of new products and the business and digital release cycle
- Become subject matter expert in Client Services including knowledge of the APIs, implementation guides, client integration options, deployment, and post-production support
- Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level detail, API field data, and leveraging Visa tools
- Be accountable for delivering agreed objectives. Responsible for own workflow assignments and must be able to be a fast responder and be proactive in resolving problems and meeting deadlines
- Embrace and implement new methodologies on an ongoing basis as the business scales within the organization
Why this is important to Visa:
AP Service Experience is an important element of Visa Inc.’s vision of digitizing payments through additional channels. This role is key to execute Visa’s strategy for Consumer & Value-Added Services (VAS) to achieve the targeted goals for the company.