Sr. Consultant, Service Experience, Noncard

Team Summary

Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.

Position Summary

This position serves as a Visa Service Experience – Senior Consultant for Product Enablement Services with a specific focus on new Solutions enabled in Visa. This is an individual contributor responsible for solving complex problems and taking a broad perspective to identify innovative solutions.  This role serves to gather and document project requirements, coordinating the work of various workstreams involved in the complex project delivery while providing client consultative guidance on Visa regulations, fees, features, and functionality.

Within Client Services, is the Service Experience team that supports the enablement of new Products across Consumer Payments, Platforms, Value-Added Services, Acceptance Solutions and Commercial & Money Movement Solutions. In addition to managing enterprise initiatives to deliver service excellence for our clients, Service Experience team acts as the liaison between Product and Client Services to engage early and provide input during the design and development stages, building implementation requirements, processes, documentation, and tools. This role requires partnering cross-functionally and leading new solution pilot projects with external Visa banks, partners, processors, and service providers.

Responsibilities:

• Execute Visa new solution initiatives, which impact clients from a business operations perspective including changes to current products, leading pilots for new products etc.
• Work closely with Solutions team to represent the needs of the clients and facilitate faster transition of new products and services into BAU Implementation by ensuring testing and set up requirements and options are clear, project artifacts are developed and finalized.
• Incubate and refine implementation documentation for new products and enhancements to a high degree of accuracy and create stable, repeatable, and scalable processes.
• Deliver comprehensive training, create relevant artefacts such as implementation processes, guides, presentations, forms, project plans, FAQs, on new Visa products and use developed materials to handover when they are ready to move to Client Services delivery teams.
• Act as a mentor and train team members and clients on new product implementation.
• Become a subject matter expert in Client Services including knowledge of the APIs, SDKs, implementation guides, client integration options, deployment and post-production support.
• Maintain internal guides and project artefacts updated with any changes after the product transition into BAU.
• Manage a portfolio of projects (including projects directed by other project managers where appropriate) to ensure that project interdependencies are identified and managed, resource requirements anticipated in advance of need, and priorities established in accordance with Visa and Client strategic objectives.
• Provide project management support to Visa clients and processors to ensure client expectations are exceeded.
• Coordinate directly with client to analyze new solution setup requirements to implement Visa products and services to support the business and formulate implementation solutions.
• Confidently manage new solution pilots and client projects in parallel to product developments and a changing landscape.
• Set priorities, influence client and Visa teams involved into various project workstreams to multi-task under tight deadlines and ensure that client and/or processor efforts, and 3rd party software providers are managed towards achieving customer and key stakeholder acceptance of deliverables.
• Be able to communicate complex, technical concepts in a focused and well-organized manner.
• Be able to learn and acquire knowledge in new technologies in keeping step with market developments.
• Good analytical skills, problem‑solving ability, and technical acumen to assess the appropriateness of technical and project documentation, and to support systems integration solutions.
• Orientation towards quality enhancement and process improvement.
• Prepare and maintain detailed project plans, status reports, and issues logs.
• Represent client system and operational requirements to internal Visa organizations. Constantly create good functional collaboration with internal and external stakeholders, by being able to speak confidently with a professional demeanor.
• Be accountable for delivering agreed objectives. Be responsible for own workflow assignments and must be able to take the initiative to resolve problems and ensure delivery on commitments.
• Assume appropriate decision-making authorities to ensure flawless execution of project objectives.
• Coordinate internal Visa resources to ensure delivery on commitments.
• Identify opportunities for operational improvements, new methodologies, revenue generation to improve departmental efficiencies and service delivery to clients.
• Identify opportunities to leverage AI and automation to reduce manual effort, improve implementation quality, accelerate time‑to‑market, and enhance client and internal servicing outcomes.
• Actively adopt and champion the use of AI‑assisted tools (e.g., copilot, analytics assistants, automation platforms) to improve day‑to‑day productivity across documentation, analytics, reporting, troubleshooting, and knowledge management.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.