Service Experience Consultant

hace 5 días

Ciudad de México, Ciudad de México Visa Inc. A tiempo completo
Job Summary

We are seeking a highly skilled Service Experience Consultant to join our team at Visa Inc. as a key liaison between Client Services and Product. This role requires a strong understanding of client enablement functions and needs, as well as excellent collaboration and communication skills.

Key Responsibilities
  1. Support Business Enhancement Release Program: Ensure a successful rollout of the Business Enhancement Release program for assigned LAC subregions, working closely with Global Service Experience and regional peers.
  2. Liaison with Global Product Team: Collaborate with the Global Product team to understand and evaluate pilot initiatives, product enhancements, and technical business enhancement articles for communication and support with stakeholders.
  3. Provide SME Support to CS: Offer subject matter expertise to Client Services on Business Enhancements, organizing initiatives and performing impact assessments.
  4. Develop Client Outreach Strategy: Develop and implement a client outreach strategy to assess new products or processes and their impact on clients before live implementation.
  5. Lead Complex Implementations: Lead complex and multi-layered implementations for multiple projects for Visa client institutions and processors to exceed customer expectations.
  6. Develop Strong Partnerships: Develop strong partnerships with Global Product teams to be recognized as a key contributor to their success.
  7. Maintain Global CS Communication: Maintain a continuous path of global CS communication to provide timely feedback to Product.
  8. Develop Necessary Documentation: Develop necessary documentation to educate Client Services and ensure they have the needed artifacts to educate and execute the strategy with clients.
  9. Identify Key Product Needs: Identify and prioritize key product needs, dependencies with regions, define success measures, and track status with product.
  10. Engage with Product Team: Engage with Product to provide input to design, development, implementation, client engagement, and support process with regional feedback and a client lens.
  11. Develop Global Client Services Resourcing Model: Develop a framework for global Client Services resourcing model, gaining regional buy-in.
  12. Accountable for Regional Teams: Ensure regional teams have a view into the initiatives, including anticipated impacts, and proactively solicit input and feedback from global and regional partners.
  13. Provides Insight to Product and Technology: Provide 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.
  14. Responsible for Workflow Assignments: Responsible for own workflow assignments and take the initiative to resolve problems and meet deadlines under limited supervision.
Requirements

Basic Qualifications

• 8 or more years of work experience with a Bachelor's Degree, or at least 5 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 2 years of work experience with a PhD

• Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.)

• Excellent verbal, written, presentation, and interpersonal skills

• Strong collaboration skills

• Demonstrated technical aptitude

Preferred Qualifications

• 9 or more years of work experience with a Bachelor's Degree, or at least 7 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD or MD), or a minimum of 3 years of work experience with a PhD

• Able to set priorities, influence others, and manage expectations.

• Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines

• Demonstrated ability to work in a complex organization to figure out business and customer needs, providing the best solution to meet those needs.

• Exhibit advanced leadership, planning, organizational, and problem-solving skills

• Demonstrated understanding of the payment and data processing industries, including industry trends and high-level business drivers.

• Strong technical aptitude with the ability to absorb technical information and apply to business solutions.

• Working knowledge of Visa Products and various aspects of VisaNet processing to include Authorization, Clearing and Settlement, Digital Payments, APIs, and ISO Messaging as well as Visa Systems such as core/config.

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

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