Sr. Service Experience Consultant - Visa

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.

The Sr. Service Experience Consultant position will: Collaborate with financial institutions, their business and technical resources, to accelerate the integration of their applications with the DPS Issuer Processing platform. Influence the DPS internal solution design and delivery with the objective of ensuring continuous progress on quality and ease of use of its API portfolio and act as a Subject Matter Expert in the scope of the DPS Issuer Processing platform client facing APIs providing 3rd level support to client related issues and queries.

This position will work on the Scaled Agile Framework (SAFe) team responsible for creating the future vision of Visa's Issuer Processing solution.

What you will be working on

• Technical and payments consulting across the entire client project lifecycle.
• Provide clients with best practices and working examples of how to consume the DPS APIs.
• Educate and consult with Visa DPS clients on how to configure their solutions and projects for success.
• Collaborate with Visa clients to define use cases for integration and associated API calls to meet client needs.
• Identify any gaps between client functionality and the DPS API offering and consult with Product to address those gaps or suggest operational improvements.
• Work closely with implementation project managers on projects where client utilizes APIs to integrate directly to the DPS platform.
• Document integration complexities as required, possibly including canonical messages, sequence diagrams, workflow diagrams, and state diagrams.
• Create and maintain internal API reference documentation including implementation project plans, reference materials, client integration list, client facing project documentation, and troubleshooting checklist.
• Help the lead Consultant teach Client Solutions courses on how to consume the DPS technology.
• Collaborate across Product, Technology, Sales, and Client Services to refine the DPS platform capabilities for a superior client experience.
• Provide level 3 support for client inquiries regarding the consumptions of the DPS technology.
• Work with colleagues in Client Solutions to actively pursue innovative improvements to the team's offering.
• Build and enhance positive working relationships with key Visa clients, processors, and internal stakeholders by ensuring value is flowing in both directions.
• Take ownership for own assignments and take the initiative to resolve problems and meet deadlines.

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.

Basic Qualifications

• 8 or more years of relevant work experience with a Bachelor 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 Qualifications

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 15+ years of Card Payments Industry experience.
• Understanding of card payment systems and the four-party industry model.
• Understanding of REST APIs and how to consume them.
• Understanding of software development and coding concepts.
• Knowledge in Scrum, Agile or SAFe.
• Good time management, organization, and planning skills.
• Good business communication skills (written and verbal) with attention to detail on nuanced topics.
• Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, et al.).
• Curiosity.
• Professional work experience in a client-facing role in software, financial, or information services.
• Deep understanding of APIs and how to implement them.
• Experience with software development and API coding.
• Experience with consuming web based APIs using Postman or equivalent tool.
• Deep understanding of networking terminology and architecture.
• Experience in Scrum, Agile or SAFe.
• Excellent time management, organization, and planning skills.
• Excellent verbal, written, presentation, and interpersonal skills.
• Proficient at setting priorities, influencing others, and managing client expectations.
• Excellent ability to comprehend and translate complex technical issues and apply to business solutions.
• Deep desire to find and understand the root causes to issues encountered.

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 113,100.00 to 164,050.00 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.