Senior Service Experience Consultant

• Drive operational excellence, continuous improvement, and client engagement for Visa Commercial Solutions Hub rollout


• Lead Service Experience strategy, operational readiness, and client enablement for Embedded Payments and Agentic Commerce solutions


• Partner with Product, Technology, Operations, Client Services, and regional teams on commercialization, implementation, and optimization


• Provide technical expertise, project management, and support to the Visa Commercial Services Client Service Delivery team


• Optimize platform performance and supportability; prioritize client problem resolution


• Manage client-facing release management and change management


• Shape go-to-market strategies and processes with Product teams


• Contribute to product roadmaps, enhancement requests, migration plans, transition plans, implementation guides, training, client communications, and FAQs


• Assess client and client-facing staff impacts from product changes, implementations, and releases


• Identify transition, support, and implementation requirements


• Advise implementation and support teams on product functionality and assist with training


• Capture requirements, define scope, and identify implementation strategies for complex client data services products and capabilities


• Structure effective implementation approaches and perform support-organization impact assessments


• Oversee programs and action plans across Visa stakeholders


• Manage projects deploying and enhancing the VCS support model, support capabilities, and client service


• Provide internal consulting to Sales, Product, Technology, Risk, and Legal; bring the Voice of the Client and influence prioritization and product roadmaps


• Monitor go-live activation, identify processing or business issues, and facilitate client-focused release management


• Develop internal and external communications, release statuses, meeting minutes, and dashboards


• Self-manage operational initiatives, issues, events, special projects, and client-driven requests


• Drive prioritization of issues and platform defects to achieve KPIs and address client needs


• Develop and manage KPIs and metrics for Client Service Delivery


• Identify opportunities and implement recommendations to improve service quality and efficiency

Requirements

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


• Experience in time management, organization, and planning


• Experience in business communication (written and verbal) with attention to detail


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


• Experience in technical consulting and client support


• Experience documenting technical processes and integration complexities


• Experience in customer support, product/project management, or product development in the payments industry


• Knowledge of Visa products and services, including core transaction processing (message routing, authorization, clearing & settlement)


• Experience in API technologies


• Experience in digital payments and web-based technology (HTML, web-based service APIs, JSON, XML)


• Experience consuming web-based APIs using tools such as Postman


• Experience in networking terminology and architecture


• Experience setting priorities, influencing others, and managing client expectations


• Experience communicating complex technical concepts in a focused and well-organized manner


• Experience using Visanet tools such as TLC, TRA, Splunk, Jira, etc.

Core Competencies

Demonstrates expertise in operational excellence, client engagement, and project management within the payments industry, with a strong focus on technical consulting and implementation strategies. Proficient in managing client expectations and optimizing service delivery through effective communication and collaboration.

Highest-signal resume keywords

• Operational Excellence


• Client Engagement


• Project Management


• Technical Consulting


• Digital Payments

Hard Skills

• API Technologies


• Technical Documentation


• Client Support


• Product Management


• Integration Complexities


• KPI Development


• Service Quality Improvement


• Implementation Strategies


• Data Services Products


• Transition Planning

Soft Skills

• Time Management


• Organization


• Attention to Detail


• Influencing Others


• Business Communication

Industry Keywords

• Visa Products


• Core Transaction Processing


• Digital Payments


• Web-Based Technology


• Client Service Delivery

Tools & Technologies

• MS Office


• Visanet Tools


• Postman


• Jira


• Splunk