Business Analyst

Company Description

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.

Job Description

Role Summary: The Business Analyst for Client Experience is an individual contributor responsible for supporting the Client Experience initiatives. This role requires a background in finance, operations, CX Center of Excellence, B2B, C2B or contact center environments. The ideal candidate will possess the ability to solve complex problems and identify innovative solutions. Acting as a technical and functional specialist, the individual will work independently, seeking guidance only in complex situations.

This role demands a strong understanding of Client Experience data and best practices, along with project management skills. The candidate will collaborate with business leadership across Client Services to drive improvements in client experience.

Key Responsibilities:

• Partner with Client Services leadership including Go-to-Market Services leadership, Client Care leadership, Regional Client Services leaders, Technology teams, and survey vendors to support Client Experience Net Promoter Score (NPS) survey initiatives.
• Utilize data analytics to provide actionable insights aimed at improving NPS survey management and returns.
• Demonstrate strong project management skills to address issues and lead process improvements.
• Develop executive communications that tell a compelling story about the state of Client Experience surveys.
  
  

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

Qualifications

Overview: The Client Services Client Experience (CX) Team is dedicated to empowering the Client Services organization by reducing client effort through fast, easy, and effective service models and resolutions. This team collaborates closely with various function leads within Client Services.

Basic Qualifications:

• 5+ years of relevant work experience with a Bachelor's degree, or at least 2 years of experience with an Advanced Degree (e.g., Masters, MBA, JD, MD), or 2 years of work experience with a PhD.
• Expertise in Data Analytics, leading to actionable insights.
• Strong cross-organizational project management skills.
  
  

Proficiency in executive presentations.

Additional Information

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.