Job Description
The Senior Director - Digital Customer Experience Solutions will be responsible for managing key projects related to building, implementing and managing new digital solutions to improve the customer experience and differentiate Visa's core product platforms to achieve market leadership.
This position will be responsible for working across cross-functional stakeholder teams both internally and with external clients to identify and prioritize Digital Customer Experience solutions and product requirements and to drive the end-to-end product development lifecycle.
The ideal candidate filling this role will have a strong understanding of business, technical and operational aspects of product management and development, with either prior experience in banking, cards, payment network processing, e-commerce and digital payments.
Responsibilities
Achieve digital leadership by developing innovative new digital solutions to improve the customer experience and differentiate Visa core product platforms.
Product Management of new capabilities that will deepen partnerships with Card Issuers, Processors and 3rd Party service providers.
Own and manage the product requirements and associated documentation including BRD's, PRA's, product guides, and relevant components of Visa's Operating Regulations.
Work with Technology partners to drive technical requirements, process maps, product testing and optimized solutions that provide issuers enhanced flexibility in creating and enhancing their customer experience.
Partner with Product Delivery and Operations teams to drive all market launch planning activities. Create product specific implementation plans and implement ongoing operational plans to product implementation, and project management of go-to-market activities.
Work with design teams to create prototypes, demo's and materials to support sales organization efforts to sell-in new capabilities, win new deals or renew existing business
Consult with account executives, account managers and clients to drive pilot programs, in-market tests and new product launches.
Lead regular service and experience auditing efforts, market research, UX studies to ensure Visa's solutions and issuer implementations are optimized and provide a superior customer experience.
Monitor servicing initiative performance; track KPI's, market adoption, volume metrics and financial performance.
Identify opportunities for servicing platform changes, analyze potential financial impacts to Visa and issuers and provide recommendations.
Qualifications
Strong contributor with 12+ years' experience in digital product management/product development disciplines with proven leadership capabilities
Previous experience in credit card issuance, banking/financial services
Experience managing the product development process and demonstrated success at delivering new products or services to market.
Strong analytical skills and business case development experience
Ability to translate product complexities into practical business solutions appropriate for Visa and its clients
Ability to interpret data and translate findings into strategic insights and actionable recommendations
Business acumen, excellent presentation and written communication skills
Experience presenting to and communicating with senior management level audiences
Ability to collaborate and work effectively across functional areas to influence and achieve consensus on goals and objectives
Flexible and creative thinker with the ability to define business tradeoffs, generate out-of-the-box solutions and manage uncertainty.
MBA preferred
Monday, October 05, 2015
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