Consultant, Service Experience

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

CyberSource, a Visa company, has been and continues to be a pioneer within the e-Commerce Payment Management world. Our Payment Management platform enables merchants to accept payments on-line, whether e-commerce or mobile, and increasingly, in face to face environments. We have best in class capabilities that enable us to support merchants from your local neighborhood merchant up to sophisticated, global enterprises and digital masters. We support these merchants across the globe.

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

The Service Experience Consultant, is responsible for assisting with the multiple regional level programs, projects, and initiatives, for Client Services, in the Latin American and Caribbean Region. The ideal candidate needs to be ambitious, highly analytical, a strategic thinker, and possess a unique mix of analytical rigor, natural curiosity, project management, and leadership.

One of the main responsibilities will be to lead the new Secure Credential Framework created to reflect the evolution of digital payments, by tracking, monitoring and reporting their progress. Assist in the regional numeric initiative to promote awareness and client engagement for faster program adoption. Additionally, the role will also help support a variety of other regional projects that may include business insights and program success metrics/KPIs.

While this role will report directly to the LAC Director of Service Experience, the position will provide exposure to a wide range of stakeholders, both within the LAC CS team, as well as with cross-functional teams, including Products, Global Service Experience, and Sales.

This Consultant role is an individual contributor role responsible for developing and promoting awareness for key regional performance programs by coordinating efforts to include:

• Gain technical knowledge of program functionality, transactional impact, configuration requirements to be able to comprehend performance enabler
• Review data analytics/reporting to determine performance optimization insights
• Define and prioritize the targeted markets and clients
• Execute a client outreach plan
• Continuously share information to improve processes and reduce duplicative efforts
• Complete defined tracking reporting to demonstrate monitoring and optimization progress

Essential Function

• Develop strong partnership with cross functional teams in order to be recognized as a key contributor to their success
• Build a successful engagement model with the core teams focused on Client outreach support for key initiatives, which will allow for shared knowledge and improved efficiencies
• Utilize and provide feedback on supplied documentation on the optimization and monitoring model
• Identify/Prioritize key needs, dependencies with regions, define success measures and track status with product
• Engage with Product to provide client feedback on product performance hurdles to influence product enhancements
• Engage regularly with core team to create a feedback forum to define standards and improvements to create efficiencies and eliminate duplicative efforts
• Support effort to define reporting, processes and artifacts needed to adapt due to changes
• Accountable for optimization and monitoring progress for regional programs

Basic Qualifications:

• 5 or more years of relevant work experience with a Bachelor’s Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
• Expertise in requirements documenting, program development, and project management methodology
• Strong project management background with the following experience considered, Certified Project Management (PMP) and/or appropriate project/program management work experience
• Basic statistical analysis that includes trending, averages, and standard deviation
• Experience working with the Latin American and Caribbean markets
• Must be fluent in professional business (written and verbal) English and Spanish
• Advanced level of Microsoft Excel, Word, Outlook and PowerPoint required
• Able to effect change through influence and partnership
• Strong time management skills
• Demonstrated ability to communicate complex issues in a clear, concise, and impactful way – turning research & hard numbers into compelling stories and useful strategic insights to a variety of stakeholders
• Self-starter, results oriented individual, with the ability to “roll up their sleeves” and handle numerous projects concurrently
• A team player and collaborator, able to work well with a diverse group of individuals in a matrix environment, ranging from junior to executive level
• Ability to be an effective liaison between Client Support business leaders, Products, and the global Readiness team.
• Implement, track, and monitor each project/initiative/program to determine if the process improvement has been successful

Preferred Qualifications:

• 6 or more years of work experience with a Bachelor’s Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Portuguese is a plus with excellent verbal communication skills

Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 0% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.