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Global Client Insights and Engagement Lead

2 months ago

Atlanta, Georgia, United States Visa Full time
Job Description

Company Overview

Visa is a leading global payments technology company, facilitating over 259 billion transactions annually across 200 countries and territories. Our mission is to empower individuals, businesses, and economies through innovative, secure, and reliable payment solutions.

Job Summary

We are seeking a highly skilled Client Engagement Program Manager Consultant to spearhead strategic initiatives and develop the Voice of the Client framework. This framework aims to capture client insights through surveys, optimize customer service touchpoints, and integrate diverse data inputs with client feedback.

Key Responsibilities

  • Coordinate and manage global survey enhancement projects within the Client Engagement and Loyalty team.
  • Review enhancement requests and collaborate with vendors to review, test, and deploy changes.
  • Analyze client feedback and study client behavior to suggest improvements to client service processes.
  • Improve the service experience for clients using data analytics and AI-driven client feedback synthesis.
  • Develop presentations of complex data and content for internal stakeholders in an accurate, understandable, and engaging manner.

Requirements

  • 5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Master's, MBA, JD, MD) or 0 years of work experience with a PhD.
  • 6 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Master's, MBA, JD, MD) or up to 3 years of relevant experience with a PhD.
  • Outstanding analytical and project management skills. PMP or Six Sigma certification is a plus.
  • An independent self-starter who is team-oriented, collaborative, diplomatic, and flexible.
  • Exceptional attention to detail, with strong applied thinking and the ability to 'connect the dots' - understanding how activities are interconnected.
  • Experience visualizing data with tools like Tableau, advanced Tableau skills.
  • Adaptable communication style, with the ability to ask the right questions to understand how processes work.
  • Collaboration skills, with experience working across global and regional teams in various functions.

Additional Information

This is a hybrid position, requiring occasional travel (5-10% of the time). The incumbent will work in an office setting, with a flexible schedule that may include remote work.