Client Care Analyst

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

Job Summary

The Client Care Analyst is responsible for supporting the Client Care organization in delivering fast, easy, and effective service models and resolutions. This role partners with function leads across Client Care, leveraging data analytics to provide actionable insights and drive improvements in client experience initiatives. The Analyst works independently as a technical and functional specialist, collaborating with business leadership, technology teams, and survey vendors to support client experience survey management and process improvements. The position requires strong project management skills, executive communication abilities, and a keen insight into client experience data and best practices.

All roles require digital fluency, including the ability to work with emerging technologies such as Generative AI tools (e.g. ChatGPT, Microsoft Copilot) to support everyday work.

Key Responsibilities

• Support Client Care CX bodies of work by partnering with leadership, technology, and survey vendors to improve client experience survey management and returns.
• Leverage data analytics to provide actionable insights for enhancing client experience and survey outcomes.
• Manage and lead process improvements, utilizing strong project management skills to address issues and drive change.
• Collaborate with business leadership across Client Care to identify innovative solutions and solve complex problems.
• Communicate executive-level insights regarding the state of client experience surveys and related initiatives.
• Serve as a technical/functional specialist, working independently with guidance only in the most complex situations.

Qualifications

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD).
• Experience in supporting client experience initiatives within a financial, operations, CX Center of Excellence, or contact center environment.
• Experience in leveraging data analytics to provide actionable insights for process improvements.
• Experience in managing and leading process improvements and project management activities.
• Experience in collaborating with business leadership and technology teams to drive client experience enhancements.
• Experience in executive communication and presenting insights to stakeholders.
• Experience in working independently as a technical/functional specialist.
• Experience in solving complex problems and identifying innovative solutions.
• Experience in utilizing survey management tools and techniques.
• Experience in supporting client experience survey initiatives.

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD).
• Experience in CX Team specialization and improving client experience in organizations.
• Knowledgeable in Medallia or similar survey management platforms.
• Six Sigma or PMP certification with a track record of successful process improvement projects.
• Experience in role-based facilitation or training delivery, preferably in a contact center, B2B, or payments environment.
• Proven track record in developing and executing successful client experience programs.

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.