Customer Experience (CX) Strategist

Job Description

The Visa Corporate IT group has embarked

on a major transformation journey. We will not follow the ‘traditional’ IT

playbook of simply purchasing off the shelf solutions and stitching them

together. We are transforming ourselves into a true engineering organization

where we put customer experience first, create highly leveraged (and loved)

platforms with a heavy emphasis on operational excellence such as ensuring our

platforms and services are unbreakable. Where we choose to continue with

packaged software we will invent our way around their limitations such as poor

UI or scale.

The Customer Experience (CX) team within Corporate IT

believes that great design has the ability to engage and inspire users and we

strive to rethink and redefine how users interact with our corporate

applications and products. We are a

team of creative and collaborative strategic thinkers, and conceptual problem

solvers who make every decision an informed one. We value precision coupled with a “get it

done” mindset, and look for proven skills over big egos. If you are obsessed with the customer

experience, this is the team for you!

The new role of Customer Experience Strategist within

Visa’s Corporate IT Customer Experience team is an extraordinary opportunity to

drive Design Thinking and User Experience best practices into the heart of

every Visa Corporate application, product, service and process. We are looking for someone who is passionate

about customer experience and is thrilled to work on behalf of our global

Corporate IT (CIT) team to support them in adopting and implementing a customer

experience mindset. The position

provides a unique chance to be on the forefront of the ongoing transformation

of the division, closely cooperating with all management levels and getting

insights in the corporate strategy. Qualifications

Responsibilities:
Support Visa’s Corporate IT teams in adopting and developing

CX strategies for their individual business needs

Author monthly newsletter focused on changing the

mental model and driving the CX vision across CIT

Produce training materials, process documentation, or

other related correspondence geared towards positive customer experiences

Contribute to the improvement of the customer

experience of applications, products, services, and processes across the CIT

organization

Consult regarding strategy, process and organizational

implementation of Customer Experience across CIT

Serve as liaison to identify where the CX team can fill

needs

Be a strong vocal

customer/user advocate

Qualifications:
Bachelor’s degree preferably in Marketing, Communications, or

Business Administration

Excellent verbal and written communications skills, including

training materials, process documentation, newsletters and other related

correspondence

Must have problem-solving skills, customer service and

interpersonal skills, and skills to deal with ambiguity

Must be highly proficient with Microsoft Office products for

Windows including Word, Excel, SharePoint and Visio

Ability to work independently and manage one’s time

Curious and creative, able to push boundaries and ask “why?”

and “why not?”

Must have a passion

for championing customer experience

Understanding of HCI and UX and the design techniques and

principals involved is a plus

HFI & CSPO certifications are a

plus

Additional Information

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Article 49 of the San Francisco Police Code.

All your information will be kept confidential according to EEO guidelines.