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Company Description
As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable & secure payment network - enabling individuals, businesses, & economies to thrive. Our advanced global processing network, VisaNet, provides secure & reliable payments around the world, & is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device, & fuels the dream of a cashless future for everyone, everywhere. As the world moves from analog to digital, Visa is applying our brand, products, people, network & scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, & be part of an inclusive & diverse workplace. We are a global team of disruptors, trailblazers, innovators & risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, & doing meaningful work that brings financial literacy & digital commerce to millions of unbanked & underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.

Job Description

The Analyst/Senior Associate of Client Experience & Service Delivery will be a part of Strategy & Operations teamfor North America Innovation & will be part of the team that is transforming our product development & design process into one that leverages human centered design practices with a focus on actively engaging clients in product development & co-creation.The role will be part of the team building a business from our client consulting design practice as well as our internal product R&D efforts.The position is located in the San Francisco Innovation Center & will focus on North American products & clients.This role reports to the Director of Client Experience for NA Innovation.

He/She will help Visa to accelerate the growth of its client-facing services. He/she will be a key member of the team, working closely with NA Innovation leadership to ensure high quality reporting. Additionally, he/she will collaborate closely with colleagues across Visa, including Finance, Sales, & our product managers & designers.

Visa serves more than 16,000 financial institutions & is accepted at more than 44 million merchant locations in almost every country on Earth. Building the infrastructure to support a consulting practice with corresponding scale is the primary job of this role.

We are looking for a SWAN - someone who is Smart, Works Hard, is Ambitious, & NICE!

The Visa Innovation Center team hosts & co-creates with a wide range of guests including Banks/Financial Institutions, Merchants, Technology Providers, the Fintech & Startup community. The team acts as the front of shop for Visa innovation engagements & has the objective to share the Visa innovation vision & priorities, understand clients & partners' needs & support them positively on their innovation journey.

This role is the face of the Innovation Center for clients, visitors, internal stakeholders who want to engage the Innovation & Design team's services. They will be the key point of contact for all operations & logistics needs of the center. The role will also support client engagements such as Tours & Discoveries with C-suite clients & partners, along with a key role in running the center's operations & improving the client experience.

The ideal candidate will work with minimal guidance in a fast paced, ambiguous work environment, & will have the ability to independently translate high level guidance into detailed deliverables. He/she will demonstrate good interpersonal skills & executive presence.



  • Be the key operations point of contact for innovation engagements, team events & special events. This involves owning all logistics & every aspect of the client experience, including:

    • Center calendar management

    • Catering & hosting of clients / internal co-creation participants (senior executive event management)

    • Logistical needs such as badging, client travel to-and-from center

    • Greeting clients

  • Establish & be key point of contact for operational vendor relationships (such as barista, caterers, agencies, transport provider, alternate venues etc.)

  • Be able to run tours of the innovation center for visiting internal & external clients

  • Be a key point of contact for internal stakeholders & clients to request Innovation & Design team's services & the innovation center calendar

  • Suggest & be proactive about improving processes to enhance the client experience & make the center more efficient

  • Educate internal stakeholders on the center's offerings & intake process

  • Ensure that 100% of engagements are taken in through a programmatic process

  • Support brown bags & staff engagement events in the center (eg has a passion for employee engagement)

  • Planning & executing the end to end client delivery experience (ability to think ahead & create both scalable solutions & customized nice touches that enhance the overall client experience in the center)

  • Own end to end planning of Innovation Center engagements including but not limited to: agenda development, content modules, client hospitality & experience (eg catering, hosting, etc.)

  • Coordinate all visits to the innovation center - from intake to scheduling to staffing to content development & feedback

  • Own the look & feel of the innovation center & ensure our centers are looking fresh & consistently updated

  • Coordinate across the business to ensure client feedback is exceptional and, driving increased NPS scores internally & externally

  • Ability & willingness to be a jack of all trades & pick up tasks with passion & excellence


Basic Qualifications:

3+ years of work experience

Preferred Qualifications:

  • Bachelor's degree preferred unless vast amount of diverse & relevant work experience proves to be qualification enough

  • Experience working in highly matrixed organizations with many key stakeholders

  • Ability to role up sleeves & take on many hats if needed

  • Ability to think strategically to drive business & client outcomes & detailed oriented around logistics & client experience

  • Ability to set & meet deadlines in a fast-paced environment

  • Strong writing, presentation, & organizational skills

  • Understanding or strong desire to learn about payments & FinTech industry

  • Desire to be a part of an innovative team & ability to think outside of the box

  • Familiarity with agency or consulting business models

  • Passion for creating magical customer experiences

  • Relevant experience in marketing, logistics, event management, client experience or service a plus

  • Track record of client-facing experience including engaging with C-level executives

  • Excellent project management skills, organization, & ability to manage multiple workstreams at the same time

  • Excellent communication skills - e-mailing & speaking to senior level executives

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.

Physical Requirements:

This position will be performed in an office setting. The position will require the incumbent to sit & stand at a desk, communicate in person & by telephone, frequently operate standard office equipment, such as telephones & computers, reach with hands & arms, & bend or lift up to 25 pounds.

Travel Requirements:

Less than 5% travel required

Work Hours:

Incumbent must make themselves available onsite during core business hours

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