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.

Position Summary

This position serves as a Service Experience Analyst for services provided to Visa clients, with a specific focus on new Solutions provided by Visa. This is an individual contributor role, primarily focusing on implementing new solutions and supporting the full suite of Cybersource payment processing and risk management products, while also managing new solution implementations across other business units.

This role also involves gathering and documenting solution requirements, coordinating work across teams and workstreams, and providing clients with consultative guidance on Visa regulations, fees, product features, and functionality ensuring clients receive comprehensive support tailored to their needs.

The position sits within the Service Experience team under the Client Services function. The Service Experience team supports the rollout of new Products across Consumer Payments, Platforms, Acceptance Solutions, Value-Added Services, and Commercial & Money Movement Solutions. In addition to managing enterprise initiatives to deliver service excellence for our clients, Service Experience acts as the liaison between Product and Client Services functions to engage early and provide input during the design and development stages, building requirements, processes, documentation, and tools for client onboarding and support. This role requires partnering cross-functionally and leading new solution pilot implementation projects with external Visa banks, partners, processors, and service providers.

Responsibilities:

Execute new solution initiatives impacting client business and operations, including onboarding new Cybersource products, enhancements and other solutions under the larger Visa Acceptance Platform.
Maintain expert knowledge of Cybersource products, processes, and competitive environment.
Work closely with Visa Solutions teams to represent the needs of the clients and facilitate faster transition of new products and services into mainstream implementation and support within the organization by ensuring the right tools, documents and processes are developed and operationalized.
Coordinate with internal Visa teams to ensure delivery on commitments.
Incubate new Solutions and Enhancements to develop, refine and test-run implementation and support documents and tools to create stable, repeatable, and scalable processes.
Communicate complex technical concepts in a focused and well-organized manner.
Deliver comprehensive trainings, develop and handover relevant artefacts such as implementation processes, guides, presentations, forms, project plans, support FAQs, support tools to Client Services Implementation and Support delivery teams.
Offer subject matter expertise within Client Services in areas such as knowledge of APIs, SDKs, systems integrations, deployment and post-production support.
Prepare and maintain detailed project plans, status reports, and issues logs.
Provide project management and technical support services to Visa clients and processors to ensure client expectations are exceeded.
Learn and acquire knowledge in new technologies in keeping step with market and industry developments.
Set priorities, influence client and Visa teams involved in various workstreams to multi-task under tight deadlines and ensure that client and/or processor efforts, and 3rd party software providers are managed towards achieving customer and key stakeholder acceptance of deliverables.
Identify opportunities for operational improvements, new methodologies, revenue generation to improve departmental efficiencies and service delivery to clients.

Why this is important to Visa

Visa is involved in the enablement of new Products and Services across three pillars Value-Added Services, Commercial & Money Movement Solutions, and Consumer Payments & Platforms, which results in the introduction of new Solutions across CEMEA. This role will be a key contributor to take this vision forward.

The role works across a breadth of Visa cross-functional business and technical functions and external stakeholders to achieve the stated project objectives. If required, this role escalates initiatives that are in jeopardy and works with line management within Visa and the Client organization to make decisions that bring needed resources to resolve any issues. The role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.