Customer Experience (CX) Strategist

  • Company: Visa
  • Posted: April 25, 2017
  • Reference ID: 114056773
Company Description
Common Purpose, Uncommon Opportunity. Everyone at Visa works with one goal in mind - making sure that Visa is the best way to pay and be paid, for everyone everywhere. This is our global vision and the common purpose that unites the entire Visa team. As a global payments technology company, tech is at the heart of what we do: Our VisaNet network processes over 13,000 transactions per second for people and businesses around the world, enabling them to use digital currency instead of cash and checks. We are also global advocates for financial inclusion, working with partners around the world to help those who lack access to financial services join the global economy. Visa's sponsorships, including the Olympics and FIFA™ World Cup, celebrate teamwork, diversity, and excellence throughout the world. If you have a passion to make a difference in the lives of people around the world, Visa offers an uncommon opportunity to build a strong, thriving career. Visa is fueled by our team of talented employees who continuously raise the bar on delivering the convenience and security of digital currency to people all over the world. Join our team and find out how Visa is everywhere you want to be.

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.

  • 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

  • Consult regarding strategy, process and organizational
    implementation of Customer Experience across CIT

  • Serve as liaison to identify where the CX team can fill

  • Be a strong vocal
    customer/user advocate
  • 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
  • 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

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.

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