Senior Director Digital Experience UX Optimization

Overview

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.

As the Senior Director of Digital Strategy & Experiences for Visa.com, you will lead the overall strategy, creative vision, and user experience for Visa.com and other digital properties. Your role will be instrumental in driving the strategy, design and innovation efforts that shape the future of Visa's digital landscape, ensuring all user interactions are intuitive, engaging, and in line with Visa's brand and business objectives. You will oversee and build a team of designers, researchers, and innovators to create a cohesive and forward-thinking, data-driven digital experience.

In the near term, this individual will oversee a highly strategic effort to reimagine the current Visa.com digital ecosystem and evolve it into a customer-obsessed, personalized experience that complements sales motions and delivers targeted customer experiences that drive commercial outcomes. This role will coordinate the development of an advanced digital analytics practice to identify and report on meaningful performance metrics across Visa's digital properties, and infuse an experimentation mindset into our digital practice to foster innovation. The selected candidate will partner closely with MarTech, SEO, Data and Operations counterparts and cross-functional teams across Global Marketing and Technology to deliver a global platform that serves worldwide needs. This position will report into the Visa President, Digital Experiences & Capabilities.

Responsibilities

User Experience (UX) Strategy

Develop and execute a comprehensive digital experience and UX strategy across Visa.com, Visa Apps, and other digital properties.

Assist in the development of commercialization strategies for various audiences coming to Visa.com (e.g., credit card affiliate programs, general audience monetization).

Oversee user research and usability studies to inform design decisions and align future site experiences with audience demand.

Oversee Visa.com's personalization strategy and roadmap.

Ensure all digital experiences are user-centric and meet accessibility standards.

Design Leadership

Lead the design team in creating innovative, high-quality digital experiences, including AI-led experiences.

Oversee visual design, interaction design, and information architecture for all digital products.

Ensure design consistency and brand alignment across all digital touchpoints.

Editorial Strategy

Establish an editorial vision and principles for Visa's digital properties.

Partner with Marketing functions (including Brand and Product / B2B) and Communications to manage a cross-functional editorial calendar aligned with corporate and regional priorities.

Innovation and Emerging Technologies

Identify and integrate emerging technologies and trends into Visa's digital experiences.

Foster a culture of innovation within the design team.

Collaborate with internal and external partners to explore new design possibilities.

Collaboration and Cross-Functional Leadership

Work closely with Marketing, Technology, Product, and Regional teams to ensure alignment with business goals.

Lead a high-performing team, providing mentorship and guidance on industry best practices.

Influence senior leadership by presenting strategic recommendations and design innovations.

Governance and Best Practices

Establish governance frameworks for design initiatives.

Develop and maintain design guidelines and best practices.

Drive enablement and training programs for internal teams.

Metrics and Performance

Define and monitor key performance indicators (KPIs) for user experience and design.

Use data and analytics to continuously improve digital experiences.

Coordinate with Data teams to report on site performance and progress toward overall digital goals and KPIs to senior leadership.

Collaboration and Leadership : Work closely with Marketing, Technology and Regional leaders. Lead a high-performing team, providing mentorship, guidance, and industry best practices. Influence senior leadership by presenting strategic recommendations.

Qualifications

Basic Qualifications

12 years of work experience with a Bachelor's Degree, or 10 years with an Advanced degree (e.g., Masters / MBA) and prior work experience in digital experience leadership and transformation.

Preferred Qualifications

14+ years of experience with a Bachelor's Degree or 12 years with an Advanced Degree (e.g., Masters, MBA). Prior successful experience leading transformation of global, complex, multi-site .com experiences.

Experience leading large-scale digital transformation efforts with UI / UX, web content and design, analytics, and change management.

In-depth understanding of Card / Payments Marketing fundamentals.

Strong digital acumen, outcomes-driven, and ability to use data to prove what works and what does not.

Ability to coordinate complex cross-enterprise projects with multiple stakeholders and execute on a strategy to drive action.

Global sensibilities and empathetic outlook to work with other markets and cultures.

Public speaking skills with the ability to communicate clearly up, down, and across the organization.

Advanced proficiency in Excel, Word, Outlook, PowerPoint and design tools (e.g., Figma).

Ability to work effectively in a fast-paced, dynamic environment; highly organized with quick follow-through and bias toward action.

Strong working relationships with external agency partners.

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.

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

U.S. APPLICANTS ONLY :

The estimated salary range for a new hire into this position is 200,000.00 to 275,000.00 USD per year, which may include potential sales incentive payments. Salary may vary depending on job-related factors including knowledge, skills, experience, and location. This position may be eligible for bonus and equity. Visa has a comprehensive benefits package that may include Medical, Dental, Vision, 401(k), FSA / HSA, Life Insurance, Paid Time Off, and Wellness Program.

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