Director of Process Excellence and Transformation

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.

Client Services works with issuers, acquirers, processors, and merchants worldwide to deliver on our commitment to uplift everyone, everywhere by being the best way to pay and be paid. To deliver on this critical mission, we must continually assess and improve our performance both internally and how we enable client success. Our top priority is to transform our Client Services organization to one focused on client success, leveraging data, technology, and AI to deliver a service experience that delights our clients around the world. The Strategic Initiatives and Transformation Office (SITO) is responsible for delivering on our 2030 strategy across Client Services.

The Director of Process Excellence and Transformation will be a key leader within SITO organization. This role reports into the Senior Director responsible for Transformation governance, process excellence and a slate of strategic initiatives. You will own the end-to-end process excellence agenda, partnering with key CS leaders, product, and regional client-facing teams to design, re-engineer, and govern the processes that power our key areas of service experience. You will understand how to leverage the latest advances in AI to re-imagine how we deliver value to our clients. You will be both strategist and operator-shaping vision and standards, while rolling up your sleeves to deliver measurable results for our clients and employees. You will be a problem solver, addressing client pain points and opportunities to deliver an enhanced, relevant service experience. This is an individual contributor role.

Key Responsibilities

• Partner with cross-functional teams to improve the client experience, service standards and/or, operational efficiency and effectiveness through process design and re-engineering
• Establish and champion global standards, methodologies, and governance (Lean, Six Sigma, BPM) to ensure consistent execution and benefit realization.
• Use a wide variety of analytical and process management skills to develop comprehensive process improvement plans
• Facilitate journey-mapping and design-thinking workshops to uncover root causes and co-create future-state processes with stakeholders.
• Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit
• Manage project intake, prioritization, resource allocation, and benefit tracking across a portfolio of initiatives
• Translate the 'voice of the client and/or employee' into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipeline
• Act as an ambassadorto coach and lead the Client Services organization to deliver process improvement and cost saving across our business
• Provide senior stakeholder updates, translating complex problems into data and insights throughout the journey and enabling informed business decisions

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

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
• Certified Lean Six Sigma Black Belt (or Master Black Belt) with a documented track record of financial benefits delivered through large-scale programs.
• Working knowledge of modern data and analytics platforms (e.g., Power BI, Tableau, SQL) and AI/ML applications for process optimization.
• Demonstrated success leading global, matrixed teams and influencing senior executives in a Fortune 500 or similarly complex environment.
• Advanced analytical skills-able to synthesize data, model scenarios, and craft fact-based narratives that drive action.
• Expertise in the following: customer journey mapping, Agile/Lean product development, and change-management (e.g. certification in Prosci, CCMP) or equivalent experience driving cultural adoption of new ways of working.

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
• 12 or more years of progressive experience in process excellence, operations transformation, or management consulting
• MBA, MS in Industrial Engineering, or related advanced degree.
• Experience transforming service operations in payments, financial services, B2B SaaS, or other high-availability, regulated industries.
• Experience working with Product and engineering teams a plus.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 137,300 to 210,800 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.