Senior Consultant, Service Experience
Visa · Toronto, Canada · 18d ago
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
Client Services provides industry-leading operational support to Visa’s clients worldwide. Through its deep knowledge and expertise, Client Services serves as a key internal partner to Product and Technology, bringing the Voice of the Client into the design, development, deployment, and ongoing support of Visa products and services. The organization also enables client-facing teams to successfully introduce and scale new products, services, and strategic initiatives in the market.
The is an individual contributor responsible for advancing operational excellence, implementation and release readiness, continuous improvement, and client engagement across Visa Commercial Solutions. This role supports strategic Commercial Money Movement Solutions initiatives and serves as a key liaison among Product, Technology, Implementation, Client Services, Support, and client stakeholders to drive the successful delivery, adoption, and support of new capabilities and platform enhancements in the North America market.
The Senior Consultant provides technical expertise, project management, and operational leadership to the Visa Commercial Solutions Client Service Delivery organization. The role focuses on improving platform performance and supportability, facilitating release and change management activities, helping prioritize the resolution of client-impacting issues, and coordinating communications across internal and external stakeholders.
Working closely with Product, Technology, and Client Services teams, the Senior Consultant helps define go-to-market strategies and operational models that support the successful launch and scale of new products, services, and platform enhancements. Responsibilities may include contributing to product roadmaps, enhancement prioritization, implementation and migration planning, and the development of implementation guides, training materials, release communications, FAQs, and other client readiness deliverables.
Service Experience plays a leading role in planning and executing pilot implementations for new products and services entering the market. The Senior Consultant coordinates stakeholder readiness, establishes implementation plans and success measures, monitors implementation progress and client experience, identifies operational and service gaps, and captures client feedback and lessons learned. These insights are used to strengthen future implementations and support scalable commercialization, implementation, and support models.
In addition to supporting strategic Commercial Money Movement Solutions initiatives, the Senior Consultant serves as a product subject matter expert for commercial solutions and client platforms. The role supports client onboarding and adoption activities, User Acceptance Testing, production validation, defect prioritization, and ongoing stakeholder engagement to promote successful client outcomes and long-term platform success.
Success in this role requires a client-focused mindset, strong relationship-management skills, sound judgment, technical and business acumen, and the perseverance to drive sustainable, long-term change as business needs, products, and service models continue to evolve.
Position Summary:
- Lead business impact assessments for new products, services, features, platform enhancements, migrations, and releases that may affect clients or client-facing teams. Develop mitigation strategies to support operational readiness and minimize unanticipated impacts.
- Lead pilot implementations for new Visa Commercial Solutions products and services entering the market. Coordinate cross-functional and client readiness, capture client feedback and lessons learned, identify operational and service gaps, and apply insights to develop scalable implementation, commercialization, and support models.
- Partner with Product, Technology, Implementation, Operations, Client Services, and Support teams to define transition, implementation, release, operational readiness, and ongoing support requirements for Visa Commercial Solutions products and services.
- Serve as a subject matter expert for assigned products and services by maintaining a deep understanding of product functionality, client use cases, implementation requirements, platform dependencies, and support processes.
- Advise implementation, support, and client-facing teams on product capabilities, operational considerations, supportability requirements, and effective approaches for addressing complex client needs.
- Consult with clients and internal stakeholders to understand business objectives, gather, and document requirements, define scope, and develop solution and implementation approaches for complex products, platforms, and data services.
- Lead implementation and launch activities for Visa Commercial Solutions applications and platforms, including client onboarding, technical migrations, product enhancements, platform releases, and service model changes.
- Develop and maintain comprehensive project plans, solution and implementation documentation, status reports, risk mitigation plans, decision logs, issue trackers, and other project governance materials.
- Manage multiple concurrent projects and operational initiatives with limited supervision, establishing clear milestones, ownership, dependencies, risks, deliverables, and stakeholder expectations.
- Monitor implementation, migration, pilot, and release activities through go-live and stabilization. Proactively identify processing, technical, operational, or business issues and coordinate cross-functional resolution.
- Facilitate client-facing release management by evaluating client impacts, coordinating operational readiness activities, supporting User Acceptance Testing, client validation, and production validation, and communicating release status, risks, and implementation requirements.
- Apply structured change-management methodologies to assess organizational and client impacts, identify readiness and adoption needs, and develop effective internal and external communication strategies.
- Provide regular, accurate, and audience-appropriate updates to clients, banking partners, project teams, senior management, and other stakeholders through status meetings, dashboards, meeting minutes, progress reports, and executive communications.
- Proactively manage client and stakeholder engagements, partnering with leadership, Sales, account teams, Product, Technology, Risk, Legal, and other functions to address escalations, manage expectations, and resolve issues.
- Represent the Voice of the Client in cross-functional discussions by communicating client needs, implementation experiences, operational impacts, support requirements, and service delivery considerations to influence product priorities, enhancement requests, and roadmaps.
This role is a Hybrid position to be located in our Toronto, Canada office location. Visarequiresat least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
Qualifications
Basic Qualifications:
- 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD
Preferred Qualifications:
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
- Experience in card payment systems and the four-party industry model.
- Experience in REST APIs and their consumption.
- Experience in software development and coding concepts.
- Experience in Scrum, Agile, or SAFe methodologies.
- Experience in time management, organization, and planning.
- Experience in business communication (written and verbal) with attention to detail.
- Experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, etc.).
- Experience in technical consulting and client support.
- Experience in documenting technical processes and integration complexities.
- Strong ability to prioritize and multi-task under deadlines, organize, and implement complex projects with minimal oversight, and manage customer expectations.
- Experience supporting commercial payments, expense management, treasury solutions, or financial technology platforms.
- Experience supporting corporate travel, commercial payment, or virtual payment products and services.
- Demonstrated leadership experience guiding complex product implementations, pilot programs, release-readiness activities, and go-to-market initiatives, including aligning cross-functional and global stakeholders, influencing decisions without direct authority, and driving results through collaboration
- Proven ability to influence cross-functional teams and senior stakeholders without direct authority and drive alignment toward business and client objectives.
Ability to provide day-to-day guidance, coaching and mentorship to consultants and other team members, fostering accountability, collaboration, and professional development.
- Demonstrated ability to translate complex technical concepts and requirements for business, technical, client-facing, and executive audiences.
- Excellent verbal, written, presentation and interpersonal skills and excellent time management, organization, and planning skills.
- Demonstrated experience using standard MS Office tools (Excel, PowerPoint, Word, Visio, Teams, etc.).
- Demonstrated understanding of the payments and data processing industries including industry trends and high-level business drivers.
- Demonstrated ability and experience working in a complex organization to understand business and customer needs, and coordinate with cross functional teams to manage escalations and drive solutions to complex business problems.
- Demonstrated experience in technical consulting, client support, and relationship management.
- Experience documenting technical and operational processes, platform integrations, implementation requirements, dependencies, and complex solution designs.
- Experience in product management, project management, product development, implementation consulting, or service delivery within the payments or financial services industry.
- Project Management Professional (PMP) certification is preferred.
- Knowledge of Visa products and services, including core transaction processing (message routing, authorization, clearing & settlement).
- Experience in networking terminology and architecture.
- Experience in setting priorities, influencing others, and managing client expectations.
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.
Visa welcome and encourages application from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.