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Director, Design Research & Strategy

Visa

Visa

Design
San Francisco, CA, USA
Posted 6+ months ago

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 VCA Product & Experience Design (PxD) and Digital practice is looking for a Director of research to help Visa’s network of clients accelerate their innovation agenda and transform their customer experience. This role is client facing. This individual will be responsible for selling, delivering and implementing high value consulting projects with a diverse set of clients. The individual should be able to work collaboratively across design, research, and technology. The PxD team adopts a holistic approach to product design that begins with the customer and rapidly iterates solutions to deliver customer experiences that are simple, powerful, and exceptional. The team believes in curiosity, creative confidence, experimentation through making, continuous learning, respectful collaboration, inclusion, empathy, resiliency and fun! Lastly, the person should be a SWAN – someone who is smart, works hard, ambitious and nice!

Responsibilities

  • Lead client engagements end-to-end (from selling, scoping, research, client delivery and go to-market)
  • Take leadership of project, team, and client relationship when needed.
  • Provide guidance and oversight for junior team members assigned on project (e.g, Analyst & Manager) assigning specific tasks, defining timeline, and reviewing deliverables.
  • Coordinate support and inputs required from Visa Sales team, senior team members and Visa SMEs.
  • Active facilitation of co-creation in person & virtual workshops.
  • Work with clients and interdisciplinary teams of product, research and design in the development of new products, using a digital-first mindset and the contemporary product management techniques of digital native companies (e.g., human centered design, minimum viable product, rapid prototyping, etc.
  • Lead synthesis and summarizing of content for executive audiences.
  • Define, design, and execute qualitative research (e.g., format, scope, candidate, interview guides, survey content, etc.)
  • Articulate the desirability, viability and feasibility of recommendations. This includes crafting the story of how the design recommendation fits into a company’s overall strategy, the underlying business model, and any implementation risks.
  • Energize and improve the status quo using creativity and intelligent, calculated risks to deliver new products and processes that surpass clients’ expectations, demonstrating new methods, capabilities, and mindsets.

Essential Functions

  • Must have a mindset that embraces creativity, optimism, ambiguity and failing-fast
  • Proven ability to work on complex and often ambiguous problems, to drive results
  • Analytical thinker, team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities
  • Must have a client-first mentality and demonstrate maturity when interacting and leading client workshops
  • Excellent project management skills, organization, and ability to manage multiple workstreams at the same time

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.

Qualifications

Basic Qualifications:

12 or more years of experience with a Bachelor’s Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD or PhD)

Preferred Qualifications:

  • At least 10+ years of work experience, including experience in a role with responsibility for sizing, scoping of design research, analysis, reporting and client management for complex responsibility for sizing, scoping of design research, analysis, reporting and client management for complex qual & quant research projects.
  • Experience in planning, conducting, synthesis for, and final delivery of generative/exploratory research activities such as interviews, personas, focus groups, diary studies, ethnographic studies, design ideation workshops, and customer journey mapping as well as evaluative research activities such as analytics and moderated and unmoderated user performance testing.
  • Analytical thinker, creatively confident, team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities
  • Have a growth mindset that embraces creativity, optimism, ambiguity and failing-fast
  • Comfortable interacting, interviewing and iterating with people through exploration of new concept, prototyping (low and high) and testing
  • Strategy or innovation or digital consulting experience a plus
  • Payments industry/fintechs/digital tech experience or similar relevant experience a plus
  • Product design/development experience, with a focus on innovative product development
  • Ability to be client-facing, specifically to design, facilitate and execute on complex client engagements

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 176,900 to 230,000 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.