Sr. Service Experience Consultant, Client Services Go-to-Market Services

Visa; Foster City (CA); Hybrid; USD 160,000 - 240,000; Full time

Job summary

Visa in Foster City, CA seeks a Sr. Service Experience Consultant to design and optimize the end‑to‑end client experience for new stablecoin products, spanning pre‑sales to production support, ensuring scalable global adoption and client satisfaction.

The role collaborates with Product, Technology, and Client Services across regions to define onboarding, documentation, and support models, while driving go‑to‑market readiness and training.

Qualifications

• Basic Qualifications 8 or more ye
• This is a hybrid position requiring at least 3 days a week in our Foster City, CA office location.

Responsibilities

• Define the end‑to‑end client experience for Visa's stablecoin products, from onboarding to post‑launch support, with a focus on operational efficiency, scalability, and consistency.
• Develop strong partnerships and lead cross‑functional engagements across Global Product and Regional Client Services teams.
• Engage with Product teams to build subject matter expertise and provide feedback during design and development, incorporating regional feedback with a client lens.
• Identify risks and client readiness gaps early to influence product decisions and shape client engagement models, implementation approaches, and support processes in partnership with key stakeholders.
• Build deep technical subject matter expertise across assigned stablecoin products, including APIs, SDKs, processing flows, clearing and settlement, client integration options, configuration, and administrative tools.
• Engage regularly with regional Client Services partners to communicate go‑to‑market plans, support client pilot initiatives, drive global issue resolution, adapt processes and artifacts to meet regional requirements, and deliver training.
• Ensure thorough and accurate client‑facing and internal product documentation is created and maintained.
• Design scalable onboarding and implementation processes.
• Establish and evolve support models for regional Client Services teams, including escalation flows, contractual service level agreements (SLAs), and internal service level objectives (SLOs).
• Transition client implementation, testing, and support responsibilities to regional teams as products move from the pilot phase to general availability.
• Define success criteria, establish KPIs, and develop reporting to track client adoption and post‑release product performance.
• Establish feedback loops to gain insights from clients and internal teams to influence product design and enhancements to drive business value and continuous improvements to the client experience.

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

The Sr. Service Experience Consultant is an individual contributor role within the Client Services Go-to-Market Services (GTMS) organization responsible for designing and optimizing the end‑to‑end client experience for new stablecoin products. This role offers a unique opportunity to shape how stablecoins are operationalized at global scale within Visa's regulated, trusted payments network. Accountability spans from pre‑sales engagements through production support, with a focus on ensuring products scale effectively across regions, driving client satisfaction and accelerating time‑to‑revenue.

This role sits at the intersection of Product, Technology, and the broader Client Services organization, ensuring Visa's stablecoin products are ready to scale globally. This position requires partnering with Product teams to understand product functionality and go‑to‑market strategies, deliver high‑quality product documentation, define efficient implementation and onboarding processes, and establish support models that enable consistent and scalable product adoption. The individual will also coordinate with service experience teams across Visa's five global regions to drive global readiness by communicating product launches and enhancements, supporting pilot initiatives, and training regional Client Services teams to ensure long‑term success.

Successful candidates have some experience with digital assets and cryptocurrencies and are eager to develop deep subject matter expertise in stablecoins, blockchain technologies, tokenized assets, money movement, and settlement. They are self‑directed, strategic problem‑solvers who thrive in dynamic environments and enjoy leading complex, cross‑functional initiatives without direct authority. They bring a customer‑first, digital‑native mindset and are passionate about turning multifaceted product launches into simple, scalable client experiences. They possess strong technical aptitude and business acumen, are solution‑oriented, and continuously evolve with the business to embrace and implement new solutions, tools, technologies, and methodologies.

Key Responsibilities

• Define the end‑to‑end client experience for Visa's stablecoin products, from onboarding to post‑launch support, with a focus on operational efficiency, scalability, and consistency.
• Develop strong partnerships and lead cross‑functional engagements across Global Product and Regional Client Services teams.
• Engage with Product teams to build subject matter expertise and provide feedback during design and development, incorporating regional feedback with a client lens.
• Identify risks and client readiness gaps early to influence product decisions and shape client engagement models, implementation approaches, and support processes in partnership with key stakeholders.
• Build deep technical subject matter expertise across assigned stablecoin products, including APIs, SDKs, processing flows, clearing and settlement, client integration options, configuration, and administrative tools.
• Engage regularly with regional Client Services partners to communicate go‑to‑market plans, support client pilot initiatives, drive global issue resolution, adapt processes and artifacts to meet regional requirements, and deliver training.
• Ensure thorough and accurate client‑facing and internal product documentation is created and maintained.
• Design scalable onboarding and implementation processes.
• Establish and evolve support models for regional Client Services teams, including escalation flows, contractual service level agreements (SLAs), and internal service level objectives (SLOs).
• Transition client implementation, testing, and support responsibilities to regional teams as products move from the pilot phase to general availability.
• Define success criteria, establish KPIs, and develop reporting to track client adoption and post‑release product performance.
• Establish feedback loops to gain insights from clients and internal teams to influence product design and enhancements to drive business value and continuous improvements to the client experience.

This role partners with teams across multiple global regions and will require some flexibility in working hours to support collaboration across time zones.

Qualifications

Basic Qualifications 8 or more ye

This is a hybrid position requiring at least 3 days a week in our Foster City, CA office location.