Job Description
Acceptance Solutions CyberSource Servicing is the team responsible for the end-to-end user journey and support servicing model for clients: Issuers, Acquirers, Processors, Technology Partners, and Merchant who accept and process digital and face to face digital transactions. Acceptance Solutions is one pillar of the Value-Added Services global servicing and support team working with clients worldwide to develop and deliver the best servicing and support model for Visa.
The Acceptance Solutions Service Enablement team is the liaison between Client Services and internal teams. The team prioritizes our customers and places them at the heart of our business operations, products, and enhancements. The goal is to offer positive experiences to our customers using common goals and data to drive improvements.
This role will be responsible for: providing in-depth analysis of data to identify key business drivers and trends for decision making, developing automated dashboards to improve data visibility for users across the organization, creating visual maps and artifacts to document Acceptance Solutions processes and service models, developing reporting packages and presentations that will be consumed by leadership and cross functional teams.
What You’ll Do, Day To Day.
- Maintenance and creation of all artifacts such as end to end journey maps
- Visio mapping to document regional and functional processes to highlight where we have differences and inefficiencies, and leverage as a tool to identify areas of opportunity. This will also serve as a resource to share with stakeholders
- Maintain a continuous path of global CS communication to provide timely feedback to internal teams
- Define success measures, and track status with product on service experience improvements, such as: Net Promoter Scores, Client Satisfaction Surveys, client retention and growth, and reduced service intensity
- Driving tighter alignment with regions to identify differences and drive more consistency and efficiencies through interventions
- Data and business analysis to better understand key trends and indicators to support decision making
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.
