Sr. Service Experience Consultant - Remote | WFH

About The Role

This is an exciting opportunity to join a renowned global payments and technology leader that facilitates secure transactions across more than 200 countries and territories. Their mission is to connect the world through innovative, convenient, and reliable payment solutions, enabling individuals, businesses, and economies to thrive.

The Client Services (CS) team provides industry-leading operational support to clients worldwide. With deep knowledge and expertise, CS is a key internal partner, bringing the voice of the customer into the design, development, and successful deployment of products and services. CS is also responsible for critical services supporting the broader organization and clients, including rules management, cardholder disputes, compliance, client testing and configuration, and client tools.

As a Sr. Consultant, Service Experience, you will operate as an individual contributor, driving operational excellence, continuous improvement, and client engagement. Your primary focus will be on the client delivery and support of Business Solutions products and services, collaborating with cross-functional partners and client-facing staff supporting financial institutions.

Responsibilities

• Provide technical expertise, project management, and support to the Client Service Delivery team, optimizing platform performance, driving supportability, and prioritizing client issue resolution.
• Manage client-facing release management, change management, and align external communications.
• Partner with Product teams to shape go-to-market strategies and processes, ensuring the needs of the Client Service Delivery organization are accounted for prior to launching new features/functionality and commercial services.
• Contribute to product roadmaps, enhancement requests, and create/coordinate the development of implementation guides, training materials, client communications, FAQs, etc.
• Develop a deep understanding of supported services to assist with training and advise internal implementation and support teams on product functionality.
• Coordinate with internal teams to capture requirements, define scope, and identify implementation strategies for complex client data services products and capabilities.
• Provide consulting and technical expertise to structure effective implementation approaches.
• Perform impact assessments to ensure the overall effectiveness of the support organization.
• Implement methodologies for analyzing change, identifying impacts, and communicating potential impacts (change management).
• Oversee programs and action plans, aligning efforts of the Client Service Delivery organization with other key stakeholders.
• Manage a suite of projects to deploy and enhance the support model, support capabilities, and client service.
• Provide consulting related to service delivery and support of clients/markets to internal stakeholder organizations, bringing the Voice of the Client to cross-functional teams and influencing prioritization and product roadmaps.
• Monitor activation of product/service changes, proactively identifying and managing any processing or business issues experienced at go-live.
• Develop internal and external communications (release status, meeting minutes, dashboards, etc.), providing regular and consistent updates to appropriate parties.
• Self-manage operational initiatives, issues, events, special projects, and unique client-driven requests.
• Drive prioritization of issues and platform defects with cross-functional leaders to achieve KPIs and solve for client needs.
• Develop and manage a set of KPIs/metrics to track the performance of the Client Service Delivery function.
• Proactively identify opportunities and implement recommendations to increase service quality and/or efficiency.
  
  

This is a hybrid position, allowing you to alternate between remote and office work. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Qualifications

• 8+ years of relevant work experience with a Bachelor's Degree, or at least 5 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD), or 2 years of work experience with a PhD.
• Hands-on experience with cards, payment networks, or B2B payments is preferred.
• Previous experience with implementations, client consulting, and client support is desirable.
• Experience working in multi-level operations groups and different client-focused service models, including previous experience working with contact centers.
• Proven track record of leading and driving teams to achieve and exceed established goals and objectives.
• Demonstrated experience (at least 5+ years) managing complex implementations using strong project management discipline.
• Six Sigma and/or PMP certification is preferred.
• Demonstrated experience learning and working with complex, integrated platforms.
• Ability to comprehend and articulate complex technical concepts or processes into layman's terms.
• Self-starter with a demonstrated ability to independently learn, develop skills, and achieve results as part of an effective team.
• Experience managing data migration or integration projects.
• Experience working with financial data, and knowledge in secure communication protocols such as SFTP, FTP/S, and HTTPS.
• Knowledge of application programming interfaces (APIs) gateways.
• Demonstrated ability to solve complex, cross-functional issues exercising critical thinking and sound judgment.
• Track record of building and maintaining strong business relationships with internal and external stakeholders.
• Strong understanding of Information Technology, Security, Compliance, and Service Management concepts.
• Hands-on experience in managing sensitive situations, providing client consultative support, and driving cross-functional remediation and solutions.
• Experience building metrics and KPIs that measure operational performance.
• Proven ability to set priorities, meet deadlines, influence others, and manage customer expectations.
• Strong oral and written communication skills.
• Proficient with MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.).
• Experience with data analysis and tools such as Tableau.
• Demonstrated influencing and negotiation skills.
  
  

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

This company is an Equal Employment Opportunity (EEO) Employer and considers applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. The company will also consider qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Please note that the provided salary range is an estimate and may vary depending on job-related factors such as knowledge, skills, experience, and location. This position may also be eligible for bonus and equity, as well as a comprehensive benefits package including Medical, Dental, Vision, 401(k), FSA/HSA, Life Insurance, Paid Time Off, and a Wellness Program.

Employment Type: Full-Time