Director, Client Experience

Job Description

Job Description

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.

Client Experience Strategy Develop and execute initiatives that enhance the overall client experience and support Visa’s long-term vision for growth and transformation.

Journey Optimization Redesign client journeys to eliminate pain points, simplify processes, and leverage technology for improved outcomes.

Customer Advocacy Represent the client perspective to senior leadership and advocate for changes that improve client satisfaction and loyalty.

CX Partnership Build strong partnerships with Product, Regional, and Client Care teams to ensure a unified approach to delivering superior client experiences.

Data Analytics Lead the use of data analytics, with a preference for data science and Six Sigma methodologies, to identify trends, measure outcomes, and drive continuous improvement.

Reporting Tools Utilize tools such as Tableau or Power BI to visualize data, track key metrics, and communicate insights to stakeholders.

Survey Management Oversee the prioritization, design, deployment, and ongoing management of client surveys, ensuring feedback is actionable and aligned with business objectives.

Program Delivery Lead the implementation of experience-focused initiatives, including planning, coordination, and progress tracking.

Stakeholder Communication Ensure effective communication of program updates and outcomes to internal and external stakeholders.

Feedback Programs Execute ongoing listening strategies to capture and respond to client needs and experiences.

Team Leadership Manage and develop a high-performing, diverse, and inclusive team, promoting engagement and professional growth.

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

Basic Qualifications

• 10 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 PhD

Preferred Qualifications

• 12 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 PhD
• Experience with data analytics. Preference for candidates with a data science background and or Six Sigma certification.
• Proficiency with data visualization tools such as Tableau or Power BI.
• Demonstrated ability to prioritize, design, and manage client surveys and feedback programs.
• Advocate for the adoption of modern technologies, including generative AI (such as GPT), artificial intelligence, and automation, to enhance client experience and drive innovation.
• Proven success managing teams and driving results in client-focused environments.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience collaborating cross-functionally and influencing at all organizational levels.
• Adaptable to changing priorities and fast-paced environments.
• Experience in B2C and,or B2B settings, familiarity with Agile, Scrum, Lean methodologies is a plus.

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 144,600 to 262,100 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.