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
Team Summary
Client Services provides industry-leading operational support to Visa’s clients around the world. With our deep knowledge and expertise, we bring the voice of the customer into the design, development and successful deployment of Visa products and services. We are trusted partners to Visa’s clients, providing expertise to support and successfully grow their business.
AP Service Experience team is part of Client Services organization that is responsible for enabling our clients, and client facing teams, to deliver and scale new products, services, and initiatives into the market. We look across the end-to-end client service journey to design meaningful and positive client experiences. We partner with Product, Technology & other client-facing teams to segment our Asia Pacific clients and implement scalable strategies that enable unique and innovative solutions.
What a Sr. Consultant, AP Service Experience does at Visa:
The Senior Consultant, Service Experience is responsible for incubating and deploying new products, establishing support model, and driving operational excellence in collaboration with cross-functional partners. This role will be primarily focused on the design, delivery and support of Visa Intelligent Commerce.
The role holder has the unique and exciting opportunity of deploying a relatively new payment capability and an impact of driving future market growth for Visa. This role is a good mix of business, functional and technical knowledge providing the role holder flexibility and learning in the Agentic Commerce ecosystem. This is a senior level individual contributor role working independently under limited supervision and requires strong execution, analytical skills, and relationship management with key stakeholders. The individual in this role will drive technical collaborations and work alongside cross-functional teams to create cutting-edge, scalable payment solutions tailored to client and market requirements.
In this role, you are expected to:
- Design and enable delivery of a scalable and repeatable and effective client service experience from implementation to support for new solutions, while anticipating and planning for deviations to intended experience
- Primary liaison with Visa Product, Technology and Client Service teams to identify client impacts, support and implementation gaps, assist in resolution of gaps prior to product rollouts. Represent Voice of the Customer to Influence product roadmap and prioritization
- Lead client pilots, including market enablement and readiness activities, for new Visa solutions
- Become subject matter expert in Client Services including knowledge of the APIs, VisaNet processing, implementation guides, client integration options, deployment, and post-production support. Act as a trusted advisor to Clients and internal stakeholders across Sales, Product and Technology for service delivery and support.
- Define strategic plan to migrate support to wider Client Services teams with a focus on operational efficiency and optimization. Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency
- Lead initiatives that impact clients from a business operations perspective including changes to current products, implementations of new products and the business and digital release cycle
- Use technical expertise blended with business acumen to solve complex problems independently by analyzing transaction level details, API field data, and leveraging Visa tools.
- Translate complex technical concepts into clear, actionable insights for non-technical stakeholders.
- Be accountable for delivering product objectives in a fast-paced environment. Assume appropriate decision-making authorities to ensure flawless execution of project objectives
- Collaborate, influence others, and be a change agent within the team and with cross-functional partners (at multiple levels) to achieve targeted goals
- Stay current with industry and client trends and maintain a strong knowledge of Payment products and services. Embrace and implement new methodologies on an ongoing basis as the business scales.
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
What you will need:
- Bachelor’s degree in computer science, Information Technology, or a related field
- 10-12 years of experience in product/project management or product development in the payments industry
- Functional Project management experience in a client facing role
- Strong technical aptitude with the ability to absorb technical information and apply to business solutions where little or no precedence exists. Be able to communicate complex, technical concepts in a focused and organized manner
- Willingness to take on new challenges in a fast-paced environment and be flexible with multi-tasking and changing priorities. Ability to work in the “grey area” where answers may not be known but need to be developed
- Strong client engagement and relationship management skills with a collaborative approach to stakeholder management, building and sustaining strong and trusted relationships with internal business partners.
- Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions
- Solid understanding of digital payments and web technologies, including HTML, web service APIs, JSON, and EMV 3‑D Secure (EMV 3DS).
- Working knowledge of core transaction processing: message routing, authorization, clearing, and settlement.
- Excellent verbal and written communication, problem-solving, and attention to detail; strong interpersonal skills for influencing and negotiating with internal and external stakeholders.
- Organized self-starter, results-oriented, with a passion for scaling new products.
- Quality and process-improvement mindset; proactively identifies opportunities to enhance service quality and efficiency.
- Team collaboration demonstrated by desire and willingness to share knowledge with the broader team, being receptive to new ideas
- Expert knowledge of standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)
What will also help:
- Demonstrated subject-matter expertise across card payments, payment technologies built through years of supporting clients and launching new products in payment processing environments.
- Understanding of Visa Token Service, Visa Payment Passkeys, APIs and SDKs.
- Proven experience collaborating with issuers, acquirers, merchants, and merchant partners across the Asia–Pacific region.
- Proven experience in AI and machine learning
- Understanding of Web Security: TLS / SSL, HTTPS, Cryptographic / Hash algorithms, Digital certificates and keys
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.