Visa
Senior Director, Client Services (CS) Strategic Initiatives and Transformation O
Visa, Atlanta, Georgia, United States, 30383
Senior Director, Client Services (CS) Strategic Initiatives and Transformation Office (SITO)
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Overview This leader will be a key member in the Client Services (CS) Strategic Initiatives and Transformation Office (SITO), which is responsible for driving enterprise programs across Client Services.
Responsibilities
Serves as a dynamic change implementation leader, shaping the future landscape through technology innovation and strategic foresight.
Champions process excellence, leveraging deep expertise to streamline business operations and enhance organizational agility.
Develops and executes transformative strategies that integrate cutting-edge technology with best-in-class processes to deliver measurable improvements in performance and outcomes.
Leads the identification and realization of end-to-end improvement opportunities, unlocking revenue, capacity, and client value through automation and digital enablement.
Acts as a thought leader in change management, providing expert guidance on implementing technology-driven transformation initiatives.
Bridges the gap between technical execution and business process optimization, ensuring change initiatives align with organizational objectives and accelerate time-to-market.
Fosters a culture of continuous improvement and proactive problem-solving, empowering teams to adopt new tools and technologies that shape a future-ready enterprise.
Collaborates cross-functionally to ensure seamless technology adoption, driving sustainable change and building resilient processes for long-term success.
This leader is responsible for defining implementation change strategies and delivering assets that drive behavior and mindset changes for the Client Care Transformation Program. They will focus on the people side of change, including changes to business processes, systems, tools, and technology. This person will ensure the business is ready for change, including that change readiness steps are taken timely as new tools and technology are released as part of the Client Care Transformation roadmap.
Key Responsibilities
Lead implementation execution through various key stakeholders and executive sponsors, deliver executive stakeholder updates, and manage escalations.
Design comprehensive change and enablement strategies, including a sequenced plan of activities to build awareness, develop competency, and accelerate adoption of change with proficiency.
Develop and deliver robust training programs tailored to different user groups and functional teams, with resources available in various formats such as live sessions, digital modules, quick reference guides, and peer learning opportunities.
Identify, onboard, and empower change agents throughout the organization to act as local champions, fostering two-way communication and reinforcing new behaviors at every level.
Prepare mitigation plans to reduce risk and resistance to adoption, and leverage feedback from change agents and end users to continually refine enablement and training content.
Partner with key teams to deliver communications, end user training, executive memos, internal presentations, infographics, videos, intranet destinations, case studies, demos, and learning events.
Partner with strategic initiative leads and program managers to define and measure the impact of change deliverables, ensuring enablement activities and changing agent networks drive sustainable adoption and measurable business outcomes.
Qualifications Basic Qualifications:
12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
Led enterprise-wide digital transformation with expertise in implementing scalable processes to drive measurable business outcomes and value realization
Demonstrated experience formulating strategy and critical thinking, with a strong focus on operationalizing strategic objectives
Expertise in leveraging data-driven insights to inform change strategies, measure adoption, and assess program effectiveness
Proven ability to utilize advanced analytics for stakeholder analysis, risk mitigation, and identification of opportunities for increased value realization
Ability to influence peers and senior leaders across the organization, driving alignment and buy-in through robust data analyses and value cases
Solid understanding of organizational management principles, methodologies, tools, and best practices, with an emphasis on metrics and KPIs to track progress and report on value delivered
Excellent written and verbal communication skills; strong executive presentation skills and presence
Proficiency with Microsoft tools, BI reporting as well as data visualization tools to communicate analytical findings and value realization
Preferred Qualifications:
15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
Previous experience leading a change management team on a multi-year transformation program, ideally with a consulting firm as part of an implementation team
Prosci or other change management certification or experience in driving change delivery across transformation initiatives preferred
Strong written and visualization skills, with a background in marketing, communications, or design a plus
Self-motivated with the ability to exercise independent judgment with minimal direction from management
Ability to coordinate activities with colleagues from cross-functional teams
Additional Information
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 with typical office activities.
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.
U.S. APPLICANTS ONLY:
The estimated salary range for a new hire into this position is $179,300.00 to $296,550.00 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. This position may be eligible for bonus and equity. Visa offers a comprehensive benefits package including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
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Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Overview This leader will be a key member in the Client Services (CS) Strategic Initiatives and Transformation Office (SITO), which is responsible for driving enterprise programs across Client Services.
Responsibilities
Serves as a dynamic change implementation leader, shaping the future landscape through technology innovation and strategic foresight.
Champions process excellence, leveraging deep expertise to streamline business operations and enhance organizational agility.
Develops and executes transformative strategies that integrate cutting-edge technology with best-in-class processes to deliver measurable improvements in performance and outcomes.
Leads the identification and realization of end-to-end improvement opportunities, unlocking revenue, capacity, and client value through automation and digital enablement.
Acts as a thought leader in change management, providing expert guidance on implementing technology-driven transformation initiatives.
Bridges the gap between technical execution and business process optimization, ensuring change initiatives align with organizational objectives and accelerate time-to-market.
Fosters a culture of continuous improvement and proactive problem-solving, empowering teams to adopt new tools and technologies that shape a future-ready enterprise.
Collaborates cross-functionally to ensure seamless technology adoption, driving sustainable change and building resilient processes for long-term success.
This leader is responsible for defining implementation change strategies and delivering assets that drive behavior and mindset changes for the Client Care Transformation Program. They will focus on the people side of change, including changes to business processes, systems, tools, and technology. This person will ensure the business is ready for change, including that change readiness steps are taken timely as new tools and technology are released as part of the Client Care Transformation roadmap.
Key Responsibilities
Lead implementation execution through various key stakeholders and executive sponsors, deliver executive stakeholder updates, and manage escalations.
Design comprehensive change and enablement strategies, including a sequenced plan of activities to build awareness, develop competency, and accelerate adoption of change with proficiency.
Develop and deliver robust training programs tailored to different user groups and functional teams, with resources available in various formats such as live sessions, digital modules, quick reference guides, and peer learning opportunities.
Identify, onboard, and empower change agents throughout the organization to act as local champions, fostering two-way communication and reinforcing new behaviors at every level.
Prepare mitigation plans to reduce risk and resistance to adoption, and leverage feedback from change agents and end users to continually refine enablement and training content.
Partner with key teams to deliver communications, end user training, executive memos, internal presentations, infographics, videos, intranet destinations, case studies, demos, and learning events.
Partner with strategic initiative leads and program managers to define and measure the impact of change deliverables, ensuring enablement activities and changing agent networks drive sustainable adoption and measurable business outcomes.
Qualifications Basic Qualifications:
12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
Led enterprise-wide digital transformation with expertise in implementing scalable processes to drive measurable business outcomes and value realization
Demonstrated experience formulating strategy and critical thinking, with a strong focus on operationalizing strategic objectives
Expertise in leveraging data-driven insights to inform change strategies, measure adoption, and assess program effectiveness
Proven ability to utilize advanced analytics for stakeholder analysis, risk mitigation, and identification of opportunities for increased value realization
Ability to influence peers and senior leaders across the organization, driving alignment and buy-in through robust data analyses and value cases
Solid understanding of organizational management principles, methodologies, tools, and best practices, with an emphasis on metrics and KPIs to track progress and report on value delivered
Excellent written and verbal communication skills; strong executive presentation skills and presence
Proficiency with Microsoft tools, BI reporting as well as data visualization tools to communicate analytical findings and value realization
Preferred Qualifications:
15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
Previous experience leading a change management team on a multi-year transformation program, ideally with a consulting firm as part of an implementation team
Prosci or other change management certification or experience in driving change delivery across transformation initiatives preferred
Strong written and visualization skills, with a background in marketing, communications, or design a plus
Self-motivated with the ability to exercise independent judgment with minimal direction from management
Ability to coordinate activities with colleagues from cross-functional teams
Additional Information
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 with typical office activities.
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.
U.S. APPLICANTS ONLY:
The estimated salary range for a new hire into this position is $179,300.00 to $296,550.00 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. This position may be eligible for bonus and equity. Visa offers a comprehensive benefits package including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
#J-18808-Ljbffr