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.