# Service Experience Analyst

**Company**: Visa
**Location**: Cairo, EG
**Experience**: mid
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/EG---Cairo-Egypt/Service-Experience-Analyst_REF089533W-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_53fdd38b-411

## Description

We are seeking a Service Experience Analyst to join our team at Visa. As a Service Experience Analyst, you will design and manage a highly tailored service experience to maximize value to clients. You will partner with data and client-facing teams to segment clients and implement scalable strategies that enable unique and innovative solutions.

**Key Responsibilities**

- Develop and deliver the best servicing and support model for Visa clients, including issuers, acquirers, processors, technology partners, and merchants who accept and process digital transactions.

- Manage day-to-day operations, product support, back-office support, consultative services, and customer performance reporting.

- Mitigate and manage payment fraud and customer payment disputes in a timely, secure, efficient, and fair process for all stakeholders.

- Serve as liaison between Client Services and internal teams, prioritizing customers and placing them at the heart of business operations, products, and enhancements.

- Provide in-depth analysis of data to identify key business drivers and trends for decision making.

- Develop automated dashboards to improve data visibility for users across the organization.

- Create visual maps and artifacts to document service processes and models.

- Develop reporting packages and presentations for leadership and cross-functional teams.

- Maintain and create artifacts such as end-to-end journey maps to document regional and functional processes, highlight inefficiencies, and identify areas of opportunity.

- Maintain continuous global Client Services communication to provide timely feedback to internal teams.

- Define success measures and track status with product on service experience improvements (e.g., Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, reduced service intensity).

- Drive alignment with regions to identify differences and drive consistency and efficiencies through interventions.

- Conduct data and business analysis to better understand key trends and indicators to support decision making.

**Qualifications**

- 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).

- Experience in using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio).

- Experience in Tableau to design and build visuals (charts and graphs) in an interactive and user-friendly format.

- Experience in organizing and prioritizing work, meeting tight deadlines, and achieving goals in a dynamic environment.

- Experience in collaborating with cross-functional teams.

- Experience in presenting complex ideas in a clear and concise manner to executive audiences.

- Experience in business analysis and reporting.

- Experience in developing and maintaining dashboards and reporting packages.

- Experience in documenting processes and service models.

- Experience in customer performance reporting.

## Skills

### Required
- MS Office
- Tableau
- data analysis
- business analysis
- reporting
- communication
- problem-solving

### Nice to have
- digital payments
- advanced planning
- organizational skills
- presenting ideas
- handling multiple projects
- automated dashboards
- process improvements

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Source: [Apply at visa.wd5.myworkdayjobs.com](https://visa.wd5.myworkdayjobs.com/en-US/Visa/job/EG---Cairo-Egypt/Service-Experience-Analyst_REF089533W-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)