Sr. Consultant, Service Experience

Visa; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Visa is seeking a Sr. Consultant, Service Experience to shape how Stablecoin solutions are introduced and scaled. You’ll partner across Product, Technology, Operations and regional teams to design practical, scalable operating models and onboarding experiences for clients.

You will lead workshops, define KPIs, and produce ready-to-use playbooks and runbooks that translate strategy into repeatable, high-quality client outcomes in a dynamic payments environment.

Qualifications

• Experience across service operations and client implementations.
• Ability to establish structures for evolving processes.
• Strong stakeholder management without direct authority.
• Clear, concise written and verbal English communication.

Responsibilities

• Lead service readiness and client enablement for Stablecoin solutions.
• Coordinate across Product, Technology, Operations, Implementations and regional teams.
• Define problem statements, scope, gaps, dependencies and decision paths.
• Map end-to-end operating procedures and future state models.
• Improve procedures to boost service quality, scalability and efficiency.
• Create and maintain runbooks, SOPs, and implementation guides.
• Facilitate workshops to capture requirements and align stakeholders.
• Drive adoption of repeatable implementation methodologies.
• Support transition to broader client implementation responsibilities.
• Shape go-to-market strategies and product roadmaps with input from service delivery.
• Monitor pilots and go-lives, addressing issues proactively.
• Develop communications and client-facing materials.
• Define KPIs to measure implementation effectiveness.

Skills

Service operations

Client onboarding

Cross-functional collaboration

Product management

English communication

Tools

APIs

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 Team plays a key role in bringing Visa’s products and services to life for clients around the world, connecting product innovation with operational excellence and a great client experience.

As Sr. Consultant, Service Experience, you’ll have the opportunity to help shape how new and evolving Visa solutions are introduced, supported and scaled. Initially focused on Stablecoin solutions, you’ll work across teams to build the operational foundations for successful client launches, before expanding into broader client implementation responsibilities over time.

This is an exciting opportunity for someone who enjoys working in an evolving environment, turning complexity into practical solutions and bringing people together to drive meaningful change. You’ll collaborate with teams across the business, influence how new capabilities are delivered and help create experiences that work effectively for both clients and colleagues.

We’re looking for someone who combines strong stakeholder management, problem-solving and program management skills with a practical, collaborative mindset and the drive to turn new ideas into scalable ways of working.

Key responsibilities

• Lead Service Experience operational readiness and client enablement for Stablecoin solutions, capturing early implementation and pilot learnings to inform a scalable future-state operating model.
• Work across Product, Technology, Operations, Implementation, Client Services, Risk, Compliance and regional teams to identify transition, support, servicing and implementation requirements.
• Bring structure to ambiguous or incomplete problems by defining problem statements, clarifying scope, identifying gaps and dependencies, clarifying decisions and establishing practical paths to resolution.
• Map current-state and future-state operating procedures, including end-to-end workflows, roles, handoffs, decision points, controls, dependencies and escalation routes.
• Assess existing procedures and lead improvements that increase service quality, consistency, scalability, client experience and operational efficiency.
• Develop and maintain clear, high-quality operational documentation, including process flows, standard operating procedures, runbooks, playbooks, implementation guides, decision trees, transition plans, FAQs, training materials and readiness artifacts.
• Facilitate workshops and working sessions to capture requirements, resolve process gaps, align stakeholders and agree ownership, handoffs and implementation approaches.
• Influence cross-functional stakeholders without direct authority to improve procedures, resolve issues, prioritize changes and embed agreed ways of working.
• Support the transition from Stablecoin Service Experience into broader client implementation responsibilities, developing repeatable implementation methodologies, blueprints and reusable assets.
• Partner with Product teams to shape go-to-market strategies, product roadmaps and enhancement priorities by representing implementation, service delivery and client needs.
• Monitor pilots, launches and client activations, proactively identifying and coordinating resolution of operational, processing or business issues at go-live.
• Develop internal and external communications, including readiness updates, decision records, meeting outputs, dashboards and client-facing materials.
• Define and manage relevant measures and KPIs to track implementation effectiveness, operational readiness, service quality and continuous improvement outcomes.

Visa requires at least 3 days in London office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

• Extensive experience across service operations, client implementation, operational readiness, product management, client services or process improvement.
• Strong problem-solving skills and the ability to bring structure and clarity to complex or evolving environments.
• Experience designing and improving end-to-end operational processes and translating them into clear, scalable ways of working.
• Proven ability to work across global, cross-functional teams, facilitate discussions and influence stakeholders without direct authority.
• Excellent written and verbal communication skills in English, with the ability to make complex operational or technical topics clear and accessible.
• Relevant experience within payments, fintech, banking, treasury, digital assets, Stablecoin solutions or other emerging payment capabilities.
• Experience with client onboarding, implementation, commercialization, product launches or pilots.
• Working knowledge of APIs, digital payments or web-based services, with the confidence to work effectively with both technical and non-technical stakeholders.
• Strong planning, organization and attention to detail, with the ability to manage multiple priorities.
• A collaborative, client-focused mindset and the drive to create lasting improvements in an evolving environment.

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.