Vice President, Service Experience

Company DescriptionVisa is a world leader in digital payments, facilitating more than 215 billion payments transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive.When you join Visa, you join a culture of purpose and belonging – where your growth is priority, your identity is embraced, and the work you do matters. We believe that economies that include everyone everywhere, uplift everyone everywhere. Your work will have a direct impact on billions of people around the world – helping unlock financial access to enable the future of money movement.Join Visa: A Network Working for Everyone.Job DescriptionThe VP Service Experience for Client Services is responsible for the client service experience for the Risk & Identity portfolio of products globally. Accountability spans across end-to-end service experience from pre-sales to full product activation, with the goal to standardize across the regions and optimize the full portfolio of Risk & Identity Solutions offerings in alignment with Visa’s Integrated Service Experience Architecture.This includes:Responsibility as the primary interface with the Risk & Identity Product leadership team, acting as the voice of the customer, bringing business cases for product improvements, and evolving the service experience to be a core differentiator.Mapping the full-service experience and building and refining processes to drive operational excellence across a matrixed delivery team with the goal of exceeding client’s expectations, reducing client escalations, and managing the overall service intensity/cost.For all new Risk & Identity products and initiatives, incubate onboarding and implementations, create SLAs and implementation blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and the global Client Care organization, in partnership with the New Products & Initiatives Service Experience team.Integrate acquired companies’ service experience into the broader Visa Service Experience Architecture while maintaining business continuity for current clients.This leader is responsible for building a cohesive, high performing team of professionals enabling and supporting a 1.3 billion book of business. This candidate will be a key leader on the Go-To-Market Services Team and an extended leader of the Risk & Identity Solutions team.Principal Responsibilities/Key Results AreasPartners closely with the regional Client Services teams, global Client Care organization and the Specialized Sales team to ensure operational excellence across the full-service experience for all Risk and Identity products.Works in close alignment with the Global Value-Added Services (VAS) and Consumer Client Services Leaders to ensure a seamless service experience across the VAS organization.Acts as a voice of the customer with the Risk and Identity Solutions product teams to help prioritize continuous product improvements.Grows service revenues and margins by launching new use cases to meet client needs and automating repeatable processes.Establishes and communicates standard service metrics by product family including cost to serve and overall service satisfaction.Continually optimizes service experience and cost to serve for Risk and Identity Products in line with overall product strategy.Proactively identifies and solves complex problems that impact the management, relationships and direction of the business.Acts as the internal and external senior escalation point for critical operational decisions affecting Risk and Identity Solutions.Performs as a leader and thought partner on cross-functional crisis management team as needed for Risk and Identity Products, often requiring leading through unprecedented crisis.Leads by example, setting development and leadership goals for the organization, holding leaders accountable for the development and diversity of their teams and encouraging career development for their people.Delivers shared service support to other service teams for product releases and client communications. 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.