About the position
Client Services provides a world-class service experience to Visa’s clients that begins with pre-sales and continues through onboarding, implementation of new products and services, issue resolution and service optimization. The Services Digitization organization within Client Services is dedicated to automating business processes and making client interactions with Visa straightforward, intuitive and rewarding through the design, development, and delivery of enhanced digital experiences. As a member of the Contract Management team within Services Digitization, you will play a pivotal role in driving the process automation and digitization of the Visa Contract Management function. Your primary responsibility will be to lead the solution enhancement process from inception to deployment. Success in this role requires the ability to cultivate internal client relationships, manage multiple projects concurrently, and influence stakeholders to ensure enhancements are completed on time and within budget. This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and/or internal Visa users. We are looking for a consultant who champions a customer-first digital native mindset and is passionate about developing automated solutions and web/digital service experiences from conceptual design to product requirements to development and client delivery.
Responsibilities
- Work closely with Client Services teams, technology partners, product owners, and stakeholders in Legal, Finance plus Sales to define problems, develop business cases, select solutions, elaborate on requirements, and oversee development, testing, and deployment.
- Establish detailed business requirements and specifications for existing plus new services and products.
- Create user stories and document product requirements, develop well-formed features specifications and acceptance criteria.
- Support strategy and technology investment roadmap development for Client Services.
- Work with UX/CX team to ensure requirements translate to mockups and meet interaction and design requirements for clients.
- Coordinate project teams effectively with minimal supervision, ensuring timely completion of projects within the allocated budget.
- Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release in collaboration with product marketing and client success team.
- Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required.
- Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value to Client Services, focusing on reducing operational costs and maximizing return on investment.
- Provide support to the various internal customer support teams to help streamline product rollout.
- Develop concise product materials to document the product features to educate stakeholders (e.g., Product Guides, Integration Guides, Release Notes).
Requirements
- 5 or more years of relevant work experience with a Bachelor’s 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.
- 6 or more years of work experience with a Bachelor’s 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.
- Over 5 years of relevant work experience with a Bachelors Degree or at least over 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD).
- Prior experience in a product, financial services or professional services role.
- Proven ability to develop and execute a product roadmap.
- Experience with agile software development methodology, story and requirements definition.
- Ability to build and sustain effective relationships with business, product, and technology partners.
- Comfortable in heavily matrixed organization.
- Demonstrated problem solving and analytical capabilities, ability to use hard data and metrics to back up assumptions and evaluate outcomes.
- Excellent written, presentation, and oral communication skills.
- Bias for action and self-starter mentality.
Benefits
- Medical
- Dental
- Vision
- 401 (k)
- FSA/HSA
- Life Insurance
- Paid Time Off
- Wellness Program
