Job Abstract

The Senior Director of New Service Experience will lead a who are responsible for designing and enabling client centered, scalable, service models for new Visa products, initiatives, and enhancements for Risk and Identity Solutions (RaIS). The Senior Director will report to the VP of New and Consumer Service Experience and work closely with product, technology, and client service teams to deliver the optimal service experience for Visa clients and partners.

The Visa New Service Experience team are the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure Client Services Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement and ongoing support process with a client lens. This person will specifically be focused on managing a team of New Service Experience  ensuring the creation and execution of the deployment and ongoing support model for new products and services. 

Responsibilities

This Senior Director role is a management position responsible for leading a team, and in partnership with Risk and Identity Solutions, for designing the end-to-end service experience for multiple new products and initiatives, from implementation through to ongoing support (reactive and proactive), off-boarding and incident management, across all regions and client segments. This includes:

• Maintain a continuous path of global CS communication (CCM, GCT, Regional Client Resolution and Client Success) to provide timely feedback to Product 
• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients 
• Engage in the development and execution of Product KPI’s ensuring regional alignment 
• Identify & prioritize key product needs, dependencies with regions, define success measures and track status with product 
• Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens 
• Develop and align on consistent framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.) 
• Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions 
• Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary 
• Support Client Services as an escalation contact for team’s assigned Products/Services 
• Steer Product toward leveraging existing client portal development to scale
• Continue to educate peers in Product on the value of CS and the correlation toward achieving overall product success   
• Address any technical or security related issues during implementation. Expand knowledge base with new APIs being added to the platform.?  
• Serves as primary contact for the Client Service division’s multiple support groups for designated products on team 
• Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters. 
• Audit team’s New Service Experience efforts to ensure the client lens is always driving design
• Develop and mentor a high-performing team fostering a culture of collaboration, accountability, and diversity

Additionally, this role requires independent leadership responsibilities outside of managing a team, such as:

• Continuously communicates with others within and outside of New Service Experience to influence the needed direction regardless of position level
• Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy
• Elevate engagement to address poor product design which creates unreasonable operational debt
• Negotiate with product and technology to jointly overcome support concerns
• Work across business lines (VAS, CMS and Consumer Payments) to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products
• Develop strong partnerships with Global Product and Technology teams to be recognized as a key contributor to their success

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.