Position Summary
In this highly visible role within the Global Sales and Commercial Operations team, you will oversee the client insights program, manage the annual client engagement survey, develop methods to collect more comprehensive feedback, and convert findings into measurable actions. You will partner closely with Research partners, Technology, Sales Operations, and Marketing to design and launch surveys, connect data sources, surface trends for functional leaders, and operationalize closed-loop improvements across regions. You will also lead day-to-day ownership of our CEM platform (e.g., Medallia/Qualtrics)—driving adoption, integrations, training, and governance—while defining KPIs and reporting impact to senior stakeholders.
Essential Functions
The ideal candidate brings deep expertise and a proven track record delivering enterprise-scale Client Experience (CX) programs. In this Sr. Manager, Client Insights role, you will:
Program leadership and governance
- Lead end-to-end management of the annual global client engagement survey (design, sampling, launch, QA, analysis, readouts) and drive closed-loop action plans at regional, country, and account levels.
- Serve as the primary liaison across Research partners, Technology, Sales Operations, and Marketing to ensure on-time, high-quality execution and streamlined implementation.
- Define and report program KPIs (e.g., response rates, NPS/relationship metrics, closed-loop SLAs, time-to-insight) to senior stakeholders.
Insight generation and activation
- Analyze structured and unstructured feedback to identify drivers and root causes; translate insights into clear, prioritized recommendations and measurable actions.
- Share and disseminate insights through briefs, dashboards, workshops, and executive readouts to improve client experience across functions.
- Partner with leaders to track follow-through and impact of actions; iterate roadmaps based on outcomes.
Customer Experience Management platform ownership (Medallia/Qualtrics)
- Lead implementation and evolution of the CEM platform and closed-loop feedback programs to better measure overall client experience.
- Integrate the platform with sales tools and data sources; manage permissions, routing, and role-based access.
- Drive awareness and utilization: design and deliver scalable enablement (workshops, videos, documentation, office hours) across regions.
Customer journey and survey strategy
- Map priority customer journeys; design new touchpoint and relational surveys; expand the closed-loop system to key moments that matter.
- Align and support a comprehensive, enterprise survey strategy—avoiding duplication, standardizing measures, and ensuring governance and privacy compliance.
Change management and communication
- Elevate communication and adoption of insights across Visa through curated synthesis, storytelling, and targeted enablement.
- Build and coordinate a virtual network of regional CX champions to scale best practices and ensure consistency.
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.