Service Experience Consultant

6 months ago

London, United Kingdom Visa Full time

**Company Description** Fascinated by the future and captivated by technology? Smart, driven and want to make a difference in the world? You will fit right in.**

By joining one of our teams at Visa Payments Limited, a division of Visa Inc since 2019, you’ll have an opportunity to shape the payments experience globally. Being part of Visa, the world’s leader in digital payments technology, our mission is to connect the world through the most creative, reliable and secure payment network, enabling individuals, businesses, and economies to thrive.

Visa Payments Limited is a financial technology business that provides cross-border payment processing services to banks and payments businesses across six continents through its global network.

Individuality fuels our brand and our global team - we are proud that we are a talented team of 18,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life both within and outside of the office, and whether it is taking advantage of agile work schedules or our wellness programmes, Visa Payments Limited and Visa Inc. respects and encourages meaningful work/life balance for everyone.

If you think you could support the Visa family by joining Visa Payments Limited as a Operations Analyst, we want to hear from you.

**You're** an individual. **We're** the team for you. **Together**, let's transform the way the world pays.

**What’s it all about?**

The Service Experience Consultant will report to the EMEA Client Support Manager and will be expected to develop a detailed and thorough understanding of the payment service and the end-to-end payment lifecycle.

This role will support both the Visa Direct Payout and Visa Payments Limited business units by providing detailed analysis and investigation with the aim of identifying solutions and improvement opportunities. This role will furthermore provide a quality assurance function by reviewing our interactions with clients.

Key responsibilities
- Design and publish regular MI and analysis to the Client Support and VPL management teams pertaining to the Client Support case load, transaction exceptions rates etc. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Case feedback / rating - collate and publish MI around individual case feedback. Publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Investigate Client Monthly Temperature Check feedback relating to the Client Support team. Perform deep analysis and publish recommendations to CS/management team e.g. Case handling techniques, forecasting trend-based case volumes, high-level communications etc.
- Regular review with all team members to identify opportunities for toolset refinements/improvements. Publish recommendations to CS/management team, and champion successful ideas through development backlog
- Administer Ongoing Training. Maintain ongoing training material as processes are added/changed, and monitor reports to ensure compliance with requirements
- Represent Client Support when performing Client Service Reviews and Bank Partner QBRs (Quarterly Business Reviews)
- Represent Client Support during the design and onboarding phase for clients and bank partners, until final handover into BAU
- Define and maintain CS acceptance criteria for newly onboarded clients and new products/services
- Support Client Support team with analysis/investigation of complex issues, unexpected behaviour/negative trends, and areas of improvement
- Partner with all internal support and management teams to disseminate relevant information to external clients, bank/wallet partners, or internal stakeholders that may help drive positive changes for the business
- Develop a strong understanding of all technical aspects of the business from payment flow to notifications and reporting
- Perform all tasks and activities in accordance with Visa Payments Limited’s policies, procedures, and contractual commitments

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.
**Qualifications**
- Strong analytical skills, including expertise using MS Excel
- Strong documentation skills
- Ability to work creatively with strong problem-solving skills and ability to manage multiple priorities and demands
- Ability to grasp technical concepts and adapt to all changes in a fast-paced and ever-changing environment
- Team player with proven abilities in organizational, conceptual, and logical problem solving
- Strong interpersonal skills and proven abilities influenci

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