Senior Consultant, Visa Direct Service Experience (Global Focus)

Visa, Miami FL, US

Everywhere you want to be

This Senior Consultant, Service Experience role is responsible for leading initiatives which support the service model design of the target state network model to support any-to-any money movement. Initiatives may include developing new client support models, enhancing the client onboarding process, global training initiatives, and leading cross-functional teams against workstreams to improve our cross border receive network. This role serves as a technical/functional specialist and works independently with guidance only in the most complex situations.

This role is part of the Visa Direct Client Services – Strategy & Service Experience team and sits within the New Payment Flows function within the wider Client Services organization. The role requires close collaboration and partnership with teams in Product, Technology, Client Services, and other key stakeholders.

New Payment flows and money movement are a key strategic pillar of the Visa business with bold aspirations of achieving over 20% annual Net Revenue growth over the next five years and accounting for 15% of total company revenue.


  • Product Delivery within Client Services: Act as the point of contact for Visa Direct product to assess new business, leveraging your subject matter expertise to provide input on all elements of how to bring new products to life operationally for clients and within Client Services, while noting risks and existing gaps.
  • Beta Implementations & New Builds: Work closely with client implementation on new use cases and flows, establishing repeatable processes along the way. 
  • Own changes within the Visa Direct Roadmap and regularly communicate to regional client-facing staff on new use cases, features, and initiatives. This needs to be executed within the guidelines of the Global Client Readiness Framework and best practices.
  • Use your technical expertise blended with business acumen to solve complex problems for our clients.
  • Serve as an advisor to the organization, helping to identify gaps, bolster capabilities and deliver efficiencies.
  • Act as the point of contact for Client Services team members as well as client facing staff to support calls with clients or executives who need subject matter expertise on Visa Direct operationally.
  • Embrace and implement new methodologies and optimize on an ongoing basis as the business scales within the organization.
  • Be the consummate Visa Direct champion for the regions and develop a strong partnership with the Global Visa Direct Product and Technology teams. 

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 two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.

Basic Qualifications:

  • 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

Preferred Qualifications:

  • 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
  • Significant experience in a service design and/or customer support role in financial services, payment card, software or information services.
  • Excellent verbal, written, presentation and interpersonal skills are required.
  • Must have in-depth knowledge of Authorizations, Clearing & Settlement & back office processing.
  • Must have a good working knowledge of payments network and processing services.
  • Must be a self-starter with proven abilities in organizational, conceptual, and logical problem solving.
  • Customer focus with proven ability to establish productive working relationships with staff and management at all levels.
  • Ability to set priorities and manage customer expectations. Work both as part of a team and independently.
  • Strong technical aptitude with the ability to absorb technical information and apply to business solutions.
  • Proficiency providing technical and consultative support to external customers and identify business needs.
  • Demonstrate ability to work in a complex organization to determine business and customer needs, providing the best solution to meet those needs.


Visa has adopted a COVID-19 vaccination policy to safeguard the health and well-being of our employees and visitors. As a condition of employment, all employees based in the U.S. are required to be fully vaccinated for COVID-19, unless a reasonable accommodation is approved or as otherwise required by law.

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.

About Visa

Visa Inc. (NYSE: V) is the world’s leader in digital payments. Our mission is to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company’s relentless focus on innovation is a catalyst for the rapid growth of connected commerce on any device, and a driving force behind the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network and scale to reshape the future of commerce.


Want to learn more about Visa? Visit Visa's website.