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.
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.
INNOVATION CENTER OPERATIONS & CLIENT EXPERIENCE
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
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
3+ years of work experience
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
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines & applicable local law.
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.
Less than 5% travel required
Incumbent must make themselves available onsite during core business hours