Senior Consultant, Service Experience at Visa in Toronto, ON

Job description

About Us Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid. At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you. Job Description Client Services provides industry-leading operational support to Visa’s clients worldwide. Through its deep knowledge and expertise, Client Services serves as a key internal partner to Product and Technology, bringing the Voice of the Client into the design, development, deployment, and ongoing support of Visa products and services. The organization also enables client-facing teams to successfully introduce and scale new products, services, and strategic initiatives in the market. The is an individual contributor responsible for advancing operational excellence, implementation and release readiness, continuous improvement, and client engagement across Visa Commercial Solutions. This role supports strategic Commercial Money Movement Solutions initiatives and serves as a key liaison among Product, Technology, Implementation, Client Services, Support, and client stakeholders to drive the successful delivery, adoption, and support of new capabilities and platform enhancements in the North America market. The Senior Consultant provides technical expertise, project management, and operational leadership to the Visa Commercial Solutions Client Service Delivery organization. The role focuses on improving platform performance and supportability, facilitating release and change management activities, helping prioritize the resolution of client-impacting issues, and coordinating communications across internal and external stakeholders. Working closely with Product, Technology, and Client Services teams, the Senior Consultant helps define go-to-market strategies and operational models that support the successful launch and scale of new products, services, and platform enhancements. Responsibilities may include contributing to product roadmaps, enhancement prioritization, implementation and migration planning, and the development of implementation guides, training materials, release communications, FAQs, and other client readiness deliverables. Service Experience plays a leading role in planning and executing pilot implementations for new products and services entering the market. The Senior Consultant coordinates stakeholder readiness, establishes implementation plans and success measures, monitors implementation progress and client experience, identifies operational and service gaps, and captures client feedback and lessons learned. These insights are used to strengthen future implementations and support scalable commercialization, implementation, and support models. In addition to supporting strategic Commercial Money Movement Solutions initiatives, the Senior Consultant serves as a product subject matter expert for commercial solutions and client platforms. The role supports client onboarding and adoption activities, User Acceptance Testing, production validation, defect prioritization, and ongoing stakeholder engagement to promote successful client outcomes and long-term platform success. Success in this role requires a client-focused mindset, strong relationship-management skills, sound judgment, technical and business acumen, and the perseverance to drive sustainable, long-term change as business needs, products, and service models continue to evolve. Position Summary: Lead business impact assessments for new products, services, features, platform enhancements, migrations, and releases that may affect clients or client-facing teams. Develop mitigati