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Georgia Fintech Academy
Georgia Fintech Academy

Director, New Service Experience



Atlanta, GA, USA
Posted on Saturday, July 6, 2024

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in 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 while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Director, New Service Experience will be part of a team responsible for designing and enabling client centered, scalable, service models for new Visa products, initiatives, and enhancements for Risk and Identity Solutions (RaIS). The Director will report to the Senior Director of New and Consumer Service Experience and work closely with product, technology, and client service teams to deliver the optimal service experience for Visa clients and partners.

The Visa New Service Experience team are the liaison between Client Services (CS) and Product. This role is recognized as a thought leader and authority on client enablement functions and needs. This role excels at matrix management to ensure Client Services Stakeholders are aware of product enhancements and have a voice in helping mold the deployment process to ensure a scalable, simple enablement and ongoing support process with a client lens. This person will specifically be focused on ensuring the creation and execution of the deployment and ongoing support model for new products and services primarily within VAS products for Risk & Identity Solutions.


This Director role is a management position responsible for aiding a team, and in partnership with Risk and Identity Solutions, for designing the end-to-end service experience for multiple new products and initiatives, from implementation through to ongoing support (reactive and proactive), off-boarding and incident management, across all regions and client segments. This includes:

  • Maintain a continuous path of global CS communication (CCM, GCT, Regional Client Resolution and Client Success) to provide timely feedback to Product
  • Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
  • Engage in the development and execution of Product KPI’s ensuring regional alignment
  • Identify & prioritize key product needs, dependencies with regions, define success measures and track status with product
  • Engage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lens
  • Develop and align on consistent framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)
  • Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regions
  • Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
  • Support Client Services as an escalation contact for team’s assigned Products/Services
  • Steer Product toward leveraging existing client portal development to scale
  • Continue to educate peers in Product on the value of CS and the correlation toward achieving overall product success
  • Address any technical or security related issues during implementation. Expand knowledge base with new APIs being added to the platform.
  • Serves as primary contact for the Client Service division’s multiple support groups for designated products on team
  • Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.
  • Audit team’s New Service Experience efforts to ensure the client lens is always driving design

Additionally, this role requires independent leadership responsibilities, such as:

  • Continuously communicates with others within and outside of New Service Experience to influence the needed direction regardless of position level
  • Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy
  • Elevate engagement to address poor product design which creates unreasonable operational debt
  • Negotiate with product and technology to jointly overcome support concerns
  • Work across business lines (VAS, CMS and Consumer Payments) to ensure awareness, ascertain feedback and jointly negotiate lead role for product initiatives that combine multiple products
  • Develop strong partnerships with Global Product and Technology teams to be recognized as a key contributor to their success

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.


Basic Qualifications:

  • 10 or more years of work experience with a Bachelor’s Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
  • Excellent verbal, written, presentation and interpersonal skills
  • Strong collaboration skills
  • Self starter and organized
  • Strong leadership skills within a matrix management environment
  • Demonstrated technical aptitude
  • Able to set priorities, influence others, and manage expectations.

Preferred Qualifications:

  • 12 or more years of work experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
  • Self-starter with a demonstrated ability to achieve results as part of an effective team, effectively prioritize and multi-task under deadlines
  • Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior management levels
  • Functional experience in bankcard technology and project management, supporting highly complex clients and/or services
  • Proven track record of leading complex, cross-functional initiatives and delivering results in a fast-paced, dynamic environment.
  • Proven success driving change through cross organizational influence and working collaboratively with regional teams.

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% 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.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 124,900.00 to 181,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.