Service Senior Consultant

Service Experience Senior Consultant

Join Visa to apply for the Service Experience Senior Consultant role.

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions, and government entities across more than 200 countries and territories. The company is dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

The Visa Global Service Experience Senior Consultant serves as the liaison between Client Services (CS) and Product, acting as a thought leader and authority on CS enablement functions and needs. This role excels at matrix management to ensure CS stakeholders are aware of product enhancements and have a voice in shaping work that ensures a scalable, simple enablement process with a client lens.

The consultant frequently works with specialized teams to develop and deliver the support model for Visa Inc. issuers, acquirers, processors, fintechs, and merchants worldwide, covering Product Implementation Services and Support, Enterprise/Government mandate projects, and internal/external SME/Consulting support.

The position also manages day‑to‑day operations and product support, back‑office support, and customer performance reporting for Visa Inc.'s Risk and Security Services products. As the CS readiness lead, the consultant engages early in the product development process, providing input during design and development, defining implementation, support, and client communication requirements, and gathering feedback from CS stakeholders and clients to continuously improve processes and products.

This is an individual contributor role responsible for managing complex strategic initiatives as the key CS stakeholder representing the division’s needs for successful enablement and launch.

This is a hybrid position. The expected days in the office will be confirmed by your hiring manager.

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor’s degree, or at least 5 years of experience with an advanced degree (e.g., Master’s, 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’s degree, or 7 or more relevant years of experience with an advanced degree (e.g., Master’s, MBA, JD, MD), or 3 or more years of experience with a PhD.
• 10 or more years of work experience with a Bachelor’s degree, or 6–8 years of experience with an advanced degree (e.g., Master’s, MBA, JD, MD).
• Minimum of 8+ years progressively responsible experience in a customer support role within financial services, payment card, or software/information services.
• Proven ability to negotiate with and influence clients and staff at all levels, managing competing priorities while serving as a positive influence across the organization.
• Experience with standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio).
• Excellent time management, organization, and planning skills.
• Ability to comprehend and translate complex technical issues into business solutions.
• Success in client relationship management.
• Operational knowledge of Risk and Security Services markets with a focus on acceptance risk solutions.
• Self‑starter who can achieve results as part of an effective team, prioritizing and multitasking under deadlines.
• Excellent verbal, written, presentation, and interpersonal skills.
• Strong project management skills.
• Ability to articulate complex technical terms or processes into business language.
• Strong oral and written communication skills.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5–10% of the time.

Mental/

Physical Requirements:

The position will be performed in an office setting. The incumbent will 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 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 in this position is $ to $ USD per year, which may include potential sales incentive payments (if applicable). Salary may vary based on job‑related factors including knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa offers a comprehensive benefits package that may include medical, dental, vision, 401(k), FSA/HSA, life insurance, paid time off, and a wellness program.