Sr. Service Experience Consultant

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. We are dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale—tackling meaningful challenges, growing your skills, and seeing your contributions impact lives around the world.

About the role

The Sr. Consultant, Service Experience will focus on Visa Commercial Solutions (VCS) Hub rollout and operate as an individual contributor responsible for driving operational excellence, continuous improvement, and client engagement in collaboration with cross-functional partners. This role is primarily focused on the client delivery and support of Visa Commercial Service, working with client-facing staff that support financial institutions and collaborating with cross-functional leaders to drive requirements for best-in-class client service delivery.

You will lead Service Experience strategy, operational readiness, and client enablement for Embedded Payments and Agentic Commerce solutions. Partner with Product, Technology, Operations, Client Services, and regional teams to support commercialization, implementation, and ongoing optimization of emerging payment capabilities. Success in this role requires expertise in fintech and commercial payments, API integrations, and program management.

The Sr. Consultant provides technical expertise, project management, and support to the Visa Commercial Services (VCS) Client Service Delivery team. Responsibilities include optimizing platform performance, driving supportability, prioritizing resolution to client problems, client-facing release management, change management, and aligning external communications. This role will also partner with Product teams to shape go-to-market strategies and processes, ensuring the needs of the VCS Client Service Delivery organization are accounted for prior to launch.

This position is a Hybrid role based in our Atlanta, GA office location, requiring at least 3 days in office per week.

Responsibilities

• Assess and lead initiatives that may impact clients and client-facing staff from a business perspective, including changes to existing products and implementations of new features and releases.
• Ensure communication objectives are achieved and unanticipated impacts are mitigated.
• Liaise with Product and Technology teams to identify transition, support, and implementation requirements for products and services.
• As a subject matter expert, acquire and maintain a deep understanding of supported services to assist with training and advise internal implementation and support teams on product functionality.
• Coordinate with internal business and technology teams to capture requirements, define scope, and identify implementation strategies for complex client data services products and capabilities.
• Provide consulting and technical expertise to structure an effective implementation approach.
• Perform impact assessments to ensure overall effectiveness of the support organization.
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management).
• Oversee programs and action plans, aligning efforts of the VCS Client Service Delivery organization with other key Visa stakeholders.
• Manage a suite of projects to deploy and enhance the VCS support model, support capabilities, and client service.
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations including Sales, Product, Technology, Risk, and Legal. Bring the Voice of the Client to cross-functional teams and influence prioritization and product roadmap.
• Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go-live. Facilitate release management from a client point of view.
• Develop internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties.
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests.
• Drive prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs.
• Develop and manage a set of KPIs/metrics to track performance of the Client Service Delivery function.
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.

Requirements

• 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., Masters, MBA, JD, MD), or 2 years of work experience with a PhD.
• Preferred: 9 or more years of relevant work experience with a Bachelor’s Degree, or 7 or more years with an Advanced Degree, or 3 or more years with a PhD.
• Experience in time management, organization, and planning.
• Strong business communication skills (written and verbal) with attention to detail.
• Proficiency in standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, etc.).
• Experience in technical consulting and client support.
• Experience documenting technical processes and integration complexities.
• Experience in customer support, product/project management, or product development in the payments industry.
• Knowledge of Visa products and services, including core transaction processing (message routing, authorization, clearing & settlement).
• Experience with API technologies, digital payments, and web-based technology (HTML, web-based service APIs, JSON, XML).
• Experience consuming web-based APIs using tools such as Postman.
• Familiarity with networking terminology and architecture.
• Experience setting priorities, influencing others, and managing client expectations.
• Ability to communicate complex technical concepts in a focused and well-organized manner.
• Experience using Visanet tools such as TLC, TRA, Splunk, Jira, etc.

Pay

For roles located in the US, the estimated salary range for this position is $127,300.00 to $204,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors such as knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.

Benefits

• Comprehensive benefits package including Medical, Dental, and Vision.
• 401(k) retirement plan.
• FSA/HSA options.
• Life Insurance.
• Paid Time Off.
• Wellness Program.

Schedule

This is a Hybrid role based in Atlanta, GA, requiring at least 3 days in office per week. Work hours vary upon the needs of the department. The position requires travel 5-10% of the time.