Director, Service Experience

At Visa, we believe in creating seamless and exceptional experiences for our customers. As the Director of Service Experience, you will play a crucial role in leading and developing a team responsible for ensuring our customers have a positive and memorable experience with our services. We are looking for a dynamic and innovative leader with a strong background in customer service and a passion for driving continuous improvement. If you are a strategic thinker, possess excellent communication skills, and have a track record of driving customer satisfaction, we want to hear from you. Join us in shaping the future of service experience at Visa.

1. Develop and implement a comprehensive service experience strategy for Visa, in line with the company's overall goals and objectives.
2. Lead and manage a team responsible for delivering exceptional customer service across all touchpoints, including phone, email, chat, and in-person interactions.
3. Continuously evaluate and improve the customer service experience, identifying areas for improvement and implementing solutions.
4. Ensure that all customer service processes and procedures are efficient, effective, and in compliance with company policies and standards.
5. Develop and maintain strong relationships with internal stakeholders to ensure alignment and collaboration in delivering a seamless service experience.
6. Monitor and analyze customer feedback and data to identify trends and areas for improvement, and proactively address any issues or concerns.
7. Stay updated on industry trends and best practices in customer service and make recommendations for implementing new strategies or technologies.
8. Set performance goals and expectations for the service experience team, and provide regular coaching and feedback to ensure high levels of customer satisfaction.
9. Collaborate with other departments, such as product development and marketing, to ensure a consistent and positive customer experience across all touchpoints.
10. Represent Visa in external forums and events, showcasing the company's commitment to excellent service experience.
11. Stay updated on Visa's products and services, and provide training and development opportunities for the service experience team to ensure they have the knowledge and skills to deliver exceptional service.
12. Create and maintain a positive and inclusive work environment that promotes teamwork, innovation, and continuous improvement.
13. Develop and manage the service experience budget, ensuring efficient use of resources and cost-effectiveness.
14. Prepare regular reports and presentations for senior management on the performance of the service experience team and any areas for improvement.

According to JobzMall, the average salary range for a Director, Service Experience in Austin, TX, USA is between $98,000 to $168,000 per year. The exact salary may vary depending on factors such as the size and industry of the company, the director's level of experience, and the specific responsibilities of the role.

Visa Inc. is an American multinational financial services corporation headquartered in Foster City, California, United States. It facilitates electronic funds transfers throughout the world, most commonly through Visa-branded credit cards, debit cards and prepaid cards.