Director, OnDemand Services Strategy & Analytics

Company Description

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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.

Job Description

Client Services provides a world class service experience to Visa's clients that begins with pre-sales and continues through onboarding, implementation of new products and services, ongoing support and service optimization.

The OnDemand Services and Automation organization in Client Services is responsible for developing and executing the strategy of how Visa delivers OnDemand services to clients, through automated processes and effortless digital first experiences that drive client value and satisfaction.

Our team works with functional leaders in Client Services, Risk, Product, Marketing and Technology to coordinate enhancements and to define the end-to-end OnDemand experience across Visa's web properties.

This includes integrating legacy functionality into a modern technology stack and creating a seamless user experience for clients and / or internal Visa users.

The OnDemand Services Strategy & Analytics Director is responsible for developing and implementing data strategies and analytical frameworks in the valuation, development and management of OnDemand solutions and platform services.

We are seeking a dynamic and experienced candidate with a strong background in data analytics, business intelligence and digital strategy, with a proven track record of driving business growth through data-driven decision-making.

Key Responsibilities

• Develop and manage the reporting framework for OnDemand Services OKRs, ensuring alignment with company goals and transparency in performance tracking.
• Develop and maintain models to track case deflection and productivity metrics, identifying areas for improvement and optimization.
• Define and measure portal performance metrics to understand client digital trails and optimize the overall CX experience on Visa's web properties.
• Develop robust business cases that assess strategic and financial value, required investments and risks of new digital and GenAI-powered solutions.
• Assist in the development of pricing framework and monetization strategy for self-service and premium services.
• Lead financial forecasting and budget management activities.
• Work closely with VP, OnDemand Services and Client Services management team on strategic projects, bringing timely and useful insights and analytical support.
• Deliver high quality analytical insights that synthesize data analysis and research into key fact-based findings and actionable recommendations.
• Source, extract and analyze Visa data and industry data to support scenario analyses.
• Manage and enhance analytics tools across the ODA team to enhance data capabilities.
• Partner with the AI and Data team to ensure alignment of data strategies.
• Lead discovery sessions to translate business needs into actionable data and analytics solutions.
• Establish and foster positive relationships with senior leadership to understand their strategic objectives and provide data-driven insights to support decision-making.
• Effectively communicate complex data insights to non-technical stakeholders, ensuring clarity and understanding.

Additional Responsibilities

• Take ownership of end-to-end project delivery, from inception to implementation, ensuring projects are delivered on time, within scope, and to the expected quality standards.
• Champion the adoption of a data-driven culture across the organization, promoting the use of data and analytics to advise decision-making at all levels.

Qualifications

Basic Qualifications

10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.

g. Masters / MBA / JD / MD) or at least 3 years of work experience with a PhD.

Preferred Qualifications

• 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD.
• Prior analytic experience in Financial sector or Technology sector required.
• Proven track record of developing and implementing successful analytics and reporting strategies.
• Superior analytical and problem-solving skills with proficiency in descriptive and AI-powered analytics.
• Ability to structure and manage complex projects with multiple stakeholders, with proven leadership success over a wide variety of functional business problems.
• Ability to translate quantitative and qualitative information into fact-based insights and actionable recommendations to optimize business processes, inform business strategies and digitization efforts.
• Strong interpersonal and leadership skills to influence and build credibility as a peer with functional and regional leaders within Visa.
• Team oriented, strategic, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities.
• Bias for action and self-starter mentality.

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. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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 146,900.00 to 213,000.00 USD 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. In addition, this position may be eligible for bonus and equity.

Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA / HSA, Life Insurance, Paid Time Off, and Wellness Program.

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