Service Experience Analyst
Core
Design and manage tailored service experiences for Visa clients (issuers, acquirers, processors, partners, merchants) to maximize value and optimize the end-to-end client service journey.
Role type
Senior IC service experience analyst (payments)
Builds
Scalable client service strategies, automated dashboards, and service process models for global Client Services.
Domain
Financial services / Payments technology
Deliverable
dashboards & analysis
Required skills
Business analysis, data visualization (Tableau), process mapping, stakeholder management, reporting, MS Office suite, fraud/dispute management, cross-functional collaboration
Preferred skills
Digital payments domain knowledge, advanced planning, concurrent project management, process improvement implementation
Technologies
Tableau, MS Project, Excel, PowerPoint, Word, Visio, Generative AI tools
Responsibilities
Develop servicing and support models for diverse client segments; manage day-to-day operations and customer performance reporting; mitigate payment fraud and disputes; create visual maps and artifacts to document service processes; develop automated dashboards for data visibility; define success measures and track status (NPS, retention, etc.).
Seniority
Mid-level, hands-on IC
