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

An exciting opportunity awaits to join and spearhead strategic initiatives aimed at helping us build the Voice of the Client framework that allows us to effectively capture client insights through our surveys. Our approach to this framework is through optimization of our CS touchpoints, capturing and sharing insights and connecting the data. The ideal candidate should be proficient in planning, developing, and executing client experience strategies that integrate diverse data inputs with client feedback. Proven ability to stay updated with emerging industry trends and changes that impact client experience is essential.

Essential Functions

• Coordinate and manage global survey enhancement projects within the Client Engagement and Loyalty team.
• Review enhancement requests and coordinate with our vendor to review, test, and deploy those changes.
• Analyze client feedback and study client behavior to suggest improvements to our client service processes.
• Improve the service experience for our clients using data analytics and AI-driven client feedback synthesis.
• Develop presentations of complex data and content for internal stakeholders in an accurate, understandable, and engaging manner

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

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Outstanding analytical and project management skills. PMP or Six Sigma certification is a plus.
• An independent self-starter who is team-oriented, collaborative, diplomatic, and flexible.
• Exceptional attention to detail, with strong applied thinking and the ability to 'connect the dots' - understanding how activities are interconnected.
• Experience visualizing data with tools like Tableau, advanced Tableau skills
• Adaptable communication style, with the ability to ask the right questions to understand how processes work.
• Collaboration skills, with experience working across global and regional teams in various functions.

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 100,700.00 to 146,000.00 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.