Sr. Service Experience Consultant, Client Services Go-to-Market Services

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

The Sr. Service Experience Consultant is an individual contributor role within the Client Services Go-to-Market Services (GTMS) organization responsible for designing and optimizing the end‑to‑end client experience for new stablecoin products. This role offers a unique opportunity to shape how stablecoins are operationalized at global scale within Visa’s regulated, trusted payments network. Accountability spans from pre‑sales engagements through production support, with a focus on ensuring products scale effectively across regions, driving client satisfaction and accelerating time‑to‑revenue.

This role sits at the intersection of Product, Technology, and the broader Client Services organization, ensuring Visa’s stablecoin products are ready to scale globally. This position requires partnering with Product teams to understand product functionality and go‑to‑market strategies, deliver high‑quality product documentation, define efficient implementation and onboarding processes, and establish support models that enable consistent and scalable product adoption. The individual will also coordinate with service experience teams across Visa’s five global regions to drive global readiness by communicating product launches and enhancements, supporting pilot initiatives, and training regional Client Services teams to ensure long‑term success.

Successful candidates have some experience with digital assets and cryptocurrencies and are eager to develop deep subject matter expertise in stablecoins, blockchain technologies, tokenized assets, money movement, and settlement. They are self‑directed, strategic problem‑solvers who thrive in dynamic environments and enjoy leading complex, cross‑functional initiatives without direct authority. They bring a customer‑first, digital‑native mindset and are passionate about turning multifaceted product launches into simple, scalable client experiences. They possess strong technical aptitude and business acumen, are solution-oriented, and continuously evolve with the business to embrace and implement new solutions, tools, technologies, and methodologies.

Key Responsibilities:

• Define the end‑to‑end client experience for Visa’s stablecoin products, from onboarding to post-launch support, with a focus on operational efficiency, scalability, and consistency.
• Develop strong partnerships and lead cross-functional engagements across Global Product and Regional Client Services teams.
• Engage with Product teams to build subject matter expertise and provide feedback during design and development, incorporating regional feedback with a client lens.
• Identify risks and client readiness gaps early to influence product decisions and shape client engagement models, implementation approaches, and support processes in partnership with key stakeholders.
• Build deep technical subject matter expertise across assigned stablecoin products, including APIs, SDKs, processing flows, clearing and settlement, client integration options, configuration, and administrative tools.
• Engage regularly with regional Client Services partners to communicate go‑to‑market plans, support client pilot initiatives, drive global issue resolution, adapt processes and artifacts to meet regional requirements, and deliver training.
• Ensure thorough and accurate client‑facing and internal product documentation is created and maintained.
• Design scalable onboarding and implementation processes.
• Establish and evolve support models for regional Client Services teams, including escalation flows, contractual service level agreements (SLAs), and internal service level objectives (SLOs).
• Transition client implementation, testing, and support responsibilities to regional teams as products move from the pilot phase to general availability.
• Define success criteria, establish KPIs, and develop reporting to track client adoption and post-release product performance.
• Establish feedback loops to gain insights from clients and internal teams to influence product design and enhancements to drive business value and continuous improvements to the client experience.

This role partners with teams across multiple global regions and will require some flexibility in working hours to support collaboration across time zones.

This is a hybrid position requiring at least 3 days a week in our Foster City, CA office location.

Qualifications

Basic Qualifications

• 8 or more years of relevant work experience with a bachelor’s 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.
• Work experience with digital assets and cryptocurrency.
• Experience defining and managing the end-to-end client experience for new digital products and services and championing the voice of the customer to influence product design.
• Candidate must be a self-starter and have a disposition to work independently with a willingness to take on new challenges, adapt to changing priorities, and work with ambiguity.
• Experience or familiarity with program management, project management, and product management using agile/waterfall methodologies.
• Proficient with Microsoft Office Applications (Outlook, Excel, PowerPoint, Visio).

Preferred Qualifications

• 9 or more years of relevant work experience with a bachelor’s 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.
• Deep understanding of client implementations, configuration, testing, and support. Experience in service experience roles at Visa is a plus.
• Experience in the payments industry with knowledge of card payment products and services, digital wallet solutions, and core transaction processing, including message routing, authorization, clearing, and settlement.
• Demonstrated ability to build strong cross-functional partnerships, navigate complex organizations, and independently lead initiatives to overcome challenges and achieve desired outcomes in a fast-paced environment.
• Technical aptitude and understanding of APIs, SDKs, mobile applications, websites, payment processing systems, and security.
• Ability to quickly assimilate technical concepts, apply them to products, understand impacts on client experience, and communicate solutions clearly and concisely to a wide range of technical and business stakeholders.
• Excellent verbal and written communication skills, problem-solving abilities, analytical and critical thinking, and attention to detail.
• Strong interpersonal skills with demonstrated ability to negotiate and influence internal and external stakeholders.
• Experience with AI tools, SharePoint, MS Power Automate, and Jira is a plus.

Information for US Applicants

For roles located in the US, the estimated salary range for this position is $149,800.00 to $ 240,100.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity.Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Work Hours

Varies upon the needs of the department.

Travel Requirements

This position requires travel 5-10% of the time.

Mental/Physical Requirements

This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 protect veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with the EEOC guidelines and applicable local law.