Senior Consultant, Visa Commercial Solution Service Experience

Job Description Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world. Progress starts with you. The Client Services (CS) team provides industry‑leading operational support to Visa’s clients worldwide, acting as a key internal partner to product and technology, bringing the voice of the customer into product design, development, and deployment. It also supports broader Visa services such as Visa Rules management, cardholder disputes, compliance, client testing, and integration of Visa’s DPS, CyberSource and Authorize.net businesses. This role, Senior Consultant, Service Experience, operates as an individual contributor focused on driving operational excellence, continuous improvement and client engagement for Visa Business Solutions. Key responsibilities include leading initiatives that impact clients and client‑facing staff, liaising with Product and Technology teams for support and implementation requirements, providing subject‑matter expertise, participating in new business initiatives, coordinating with internal teams for complex client data services, managing projects to deploy and enhance the Commercial Solutions support model, and developing internal and external communications. The position requires a client‑focused mindset, perseverance for long‑term change, and the ability to influence cross‑functional stakeholders globally. Essential Functions Assess and lead initiatives impacting clients and client‑facing staff from a business perspective, ensuring communication objectives are met and unanticipated impacts are mitigated. Liaise with Product and Technology teams to identify support and implementation requirements for Commercial Solutions product and services. Act as subject‑matter expert, maintaining a deep understanding of supported services to assist with training and advise internal teams on product functionality. Participate in regional New Business initiatives and Demand Commitment Forums. Coordinate with internal business and technology teams to capture requirements, define scope and identify implementation strategies for complex client data services products and capabilities. Provide consulting and technical expertise to structure an effective implementation approach. Perform impact assessments to ensure overall effectiveness of the support organization. Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management). Oversee programs and action plans, aligning efforts of the Commercial Solutions Client Service Delivery organization with other key Visa stakeholders. Manage a suite of projects to deploy and enhance the Commercial Solutions support model, support capabilities, and client service. Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk and Legal; bring the Voice of the Client to cross‑functional teams; influence prioritization and product roadmap. Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go‑live; facilitate release management from a client point of view. Develop internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties. Self‑manage operational initiatives, issues, events, special projects, and unique client‑driven requests. Drive prioritization of issues and platform defects with cross‑functional leaders to achieve KPIs and solve for client needs. Develop and manage KPIs/metrics to track performance of the Client Service Delivery function. Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency. Qualifications Hands‑on experience with cards, payments networks, or B2B payments. Previous experience with implementations, client consulting, and client support. Experience working in multi‑level operations groups and different client‑focused service models, including contact centers. Proven track record of leading and driving teams to achieve and exceed established goals and objectives. Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline; Six Sigma and/or PMP certification preferred. Demonstrated experience learning and working with complex, integrated platforms. Ability to comprehend and articulate complex technical concepts or processes into layman’s terms. Self‑starter with a demonstrated ability to independently learn, develop skills and achieve results as part of an effective team. Experience managing data migration or integration projects. Experience working with financial data, and knowledge in secure communication protocol such as SFTP, FTP/S and HTTPS. Knowledge in application programming interfaces (APIs) gateways. Demonstrated ability to solve complex, cross‑functional issues exercising critical thinking and sound judgment. Track record of building and maintaining strong business relationships with internal and external stakeholders. Strong understanding of Information Technology, Security, Compliance, and Service Management concepts. Hands‑on experience in managing sensitive situations, providing client consultative support, and driving cross‑functional remediation and solutions. Experience building metrics and KPIs that measure operational performance. Proven ability to set priorities, meet deadlines, influence others, and manage customer expectation. Strong oral and written communications. Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.). Experience with data analysis and tools such as Tableau. Demonstrated influencing and negotiation skills. Additional Information 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. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function IT Services and IT Consulting #J-18808-Ljbffr