About Us 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, 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.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
Director of Strategy and Planning – Client Care Role Summary
The Director of Strategy and Planning will be a key member of the Client Services Strategy team, supporting the transformation of Client Care through data‑driven strategy, rigorous planning, and disciplined execution. This role is designed for a highly analytical leader who can connect enterprise strategy to operating realities and help scale Client Care capabilities globally in support of Visa’s growth, resilience, and client experience objectives.
Operating at the intersection of strategy, analytics, operations, and technology, the Director will work closely with Client Care AI & Operations, Finance, Technology, and regional leadership teams to shape operating models, drive productivity and quality improvements, and enable sustainable, scalable service delivery.
Key Responsibilities:
Strategic Planning & Transformation:
- Support the design and delivery of Client Care transformation initiatives aligned with Client Services priorities and Visa’s broader enterprise strategy.
- Help translate strategic objectives into actionable multi‑year roadmaps, business cases, and implementation plans.
- Partner with the VP of AI and Operations to embed AI‑enabled, automation, and digital solutions into Client Care processes and operating models.
- Identify opportunities to improve client experience, operational effectiveness, scalability, and cost efficiency across global Client Care operations.
Analytics, Insights & Decision Support:
- Lead and contribute to advanced analytics spanning demand, capacity, productivity, service quality, unit economics, and investment returns.
- Build and maintain planning, forecasting, and scenario models to support strategic and financial decision‑making.
- Develop clear, measurable KPIs and success metrics to assess performance and track transformation outcomes.
- Synthesize complex data into clear insights and recommendations for senior leadership forums.
Execution, Governance & Planning Cycles:
- Support annual and long‑range strategic and operational planning for Client Care in close partnership with Finance and Operations.
- Drive prioritization, sequencing, and trade‑off decisions across a portfolio of initiatives.
- Monitor execution progress, risks, and dependencies; proactively surface insights and recommend adjustments.
- Contribute to governance routines that ensure alignment between strategy, funding, capacity, and execution.
Stakeholder Engagement & Influence:
- Act as a trusted thought partner to leaders across Client Care, Client Services, AI, Operations, Finance, and Technology.
- Prepare executive‑ready narratives, analyses, and presentations that support informed decision‑making.
- Influence outcomes through data, logic, and collaboration, rather than formal authority.
- Promote strong cross‑functional alignment and a culture of accountability and continuous improvement.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
Required Qualifications:
Bachelor’s degree in Business, Finance, Economics, Engineering, Analytics, or a related field; MBA or advanced degree preferred.
Approximately 8–12 years of experience in strategy, strategic planning, consulting, analytics, or transformation roles, preferably in large, global, matrixed organizations.
Demonstrated experience supporting or leading operational or service‑based transformations, ideally within Client Services, Operations, or Technology‑enabled environments.
Strong analytical capabilities, including experience with financial modeling, scenario analysis, KPI design, and performance management.
Proven ability to communicate complex topics with clarity and confidence to senior and executive‑level stakeholders.
Experience working with global, cross‑regional teams and navigating complexity and ambiguity.
Visa Leadership & Functional Competencies:
Enterprise Thinking & Strategic Acumen:
Demonstrates a strong understanding of how Client Care strategy connects to broader Client Services and Visa enterprise objectives.
Thinks holistically across clients, operations, technology, and financial impacts.
Analytical Rigor & Problem Solving
Applies structured problem‑solving and quantitative analysis to drive sound recommendations.
Uses data to challenge assumptions and support informed trade‑offs.
Results Orientation & Ownership:
Takes accountability for outcomes and follows through on commitments.
Balances strategic intent with execution discipline.
Collaboration & Influence:
Builds productive partnerships across functions, regions, and levels.
Influences through credibility, insight, and clear communication.
Learning Agility & Change Leadership:
Adapts quickly in evolving environments and embraces new technologies and ways of working.
Supports a culture of innovation, continuous improvement, and transformation.
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.