Visa Inc.
Director, Client Success Digital Enablement
Visa Inc., Denver, Colorado, United States, 80285
Director, Client Success Digital Enablement
Client Services provides a world-class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution, and service optimization. The OnDemand Services & Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers effective digital solutions to clients, through effortless experiences that drive client empowerment and satisfaction. Our team partners with functional leaders in Client Services, Product, Sales, and Technology to automate service processes and develop self-service solutions that enable a seamless user experience for clients and Visa client-facing staff. We are actively working with the Client Success Management (CSM) organization to maximize client value realization from Visa products and services via digital enablement tools.The Client Success Digital Enablement, Director will drive the strategy, roadmap, and implementation of Visa’s Client Success platform, including client success outcomes tracking features, operational performance optimization tools, and health scoring monitoring.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 Qualifications10 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 PhDPreferred Qualifications12 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 PhD12 or more years of proven experience in Customer Success or a similar role focusing on digital transformation and client enablement, preferably in the Banking, Payments, or FinTech industriesDemonstrated experience in tool evaluations/integrations with the latest technologies to drive high impact using data, AI, and various digital signals to drive successful client outcomes and maximize value realization from Visa servicesPassion for delivering exceptional customer experiences and driving customer success initiativesDomain-specific knowledge of product management, client-facing portals/applications, and a track record of delightful and simple digital-first and self-service capabilitiesStrong product intuition, with the ability to understand user needs and market trends, envision future enhancements, and translate product strategy into an actionable roadmapSuperior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across a matrixed organization (Client Services, Product, Sales)Ability to think precisely by being specific and thorough in defining product features, UX flows, epics, and user storiesStrong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detailAbility to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiencesComfortable working in an Agile environment, and with cross-functional and regionally distributed teamsAbility to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environmentExperience with Jira, Jira Align, and other Agile tools is preferred but not requiredWork 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, and 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.U.S. APPLICANTS ONLY:
The estimated salary range for a new hire into this position is 151,600 to 232,900 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.
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Client Services provides a world-class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution, and service optimization. The OnDemand Services & Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers effective digital solutions to clients, through effortless experiences that drive client empowerment and satisfaction. Our team partners with functional leaders in Client Services, Product, Sales, and Technology to automate service processes and develop self-service solutions that enable a seamless user experience for clients and Visa client-facing staff. We are actively working with the Client Success Management (CSM) organization to maximize client value realization from Visa products and services via digital enablement tools.The Client Success Digital Enablement, Director will drive the strategy, roadmap, and implementation of Visa’s Client Success platform, including client success outcomes tracking features, operational performance optimization tools, and health scoring monitoring.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 Qualifications10 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 PhDPreferred Qualifications12 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 PhD12 or more years of proven experience in Customer Success or a similar role focusing on digital transformation and client enablement, preferably in the Banking, Payments, or FinTech industriesDemonstrated experience in tool evaluations/integrations with the latest technologies to drive high impact using data, AI, and various digital signals to drive successful client outcomes and maximize value realization from Visa servicesPassion for delivering exceptional customer experiences and driving customer success initiativesDomain-specific knowledge of product management, client-facing portals/applications, and a track record of delightful and simple digital-first and self-service capabilitiesStrong product intuition, with the ability to understand user needs and market trends, envision future enhancements, and translate product strategy into an actionable roadmapSuperior presentation and storytelling skills, with a keen ability to communicate the product vision and value story, and build support across a matrixed organization (Client Services, Product, Sales)Ability to think precisely by being specific and thorough in defining product features, UX flows, epics, and user storiesStrong data analysis and problem-solving skills, with demonstrated analytical rigor and attention to detailAbility to translate business requirements into technical solutions and lead credible discussions with technical and non-technical audiencesComfortable working in an Agile environment, and with cross-functional and regionally distributed teamsAbility to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environmentExperience with Jira, Jira Align, and other Agile tools is preferred but not requiredWork 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, and 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.U.S. APPLICANTS ONLY:
The estimated salary range for a new hire into this position is 151,600 to 232,900 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.
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