Sr. Director, AI Adoption & Change Management

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Sr. Director - Change Management

senior · Consulting

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 Senior Director, Intelligent Transformation & Change Management, will lead the end-to-end change management agenda required for VCA to become an AI-first organization.

This leader will own the strategy, narrative, enablement,, training, adoption mechanisms, incentives, and measurement framework needed to move VCA from AI awareness to sustained behavior change and measurable business impact.

The role will partner closely with VCA global leadership, regional leadership teams, practice leaders, HR, AI platform/product teams, and change champions across regions to ensure the AI transformation is understood, adopted, reinforced, and embedded into how VCA works every day.

This is a senior transformation leadership role focused on building organizational muscle for AI-first behaviors: helping teams understand why change is needed, what is changing, how to work differently, how leaders must reinforce adoption, and how progress will be measured and rewarded.

Key Responsibilities:

AI-First Change Strategy & Narrative:

• Develop and lead the enterprise change strategy for VCA’s AI-first transformation, translating the strategic ambition into a compelling, simple, and actionable change story for different audiences.
• Connect AI adoption to VCA’s broader strategic objectives: profitable growth, scalable delivery, higher-quality client impact, workflow standardization, and decoupling revenue growth from FTE growth.
• Partner with leadership to consistently reinforce the transformation message through VCA forums.

Training, Capability Building & AI Fluency:

• Design and execute a global AI capability-building roadmap in partnership with AI platform teams, and regional stakeholders.
• Build role-based learning pathways that move employees from foundational AI awareness to practical, workflow-based adoption and advanced AI-enabled consulting behaviors.
• Define and scale training across AI fluency, effective prompting, agentic workflows, critical thinking, ethical judgment, output validation, AI-enabled leadership, and change resilience.
• Track participation, skill lift, application quality, adoption patterns, and employee confidence to continuously improve training interventions.

Leadership Enablement & Manager Activation:

• Equip VCA leaders and managers to serve as active change sponsors, not passive communicators.
• Develop leader playbooks, manager toolkits, talking points, FAQs, “from-to” role clarity guides, and team discussion materials to help leaders activate change locally.
• Partner with regional leaders and practice leads to localize global messages while maintaining consistency in expectations, behaviors, and operating principles.
• Help managers embed AI adoption into team routines, project reviews, onboarding, coaching, talent conversations, and performance discussions.

Adoption, Reinforcement & Behavior Change:

• Own the adoption strategy for AI-enabled ways of working across VCA, moving beyond communication and training into sustained behavior change.
• Design adoption mechanisms that make AI-enabled behaviors visible, expected, supported, and rewarded — including champions networks, office hours, nudges, peer coaching, demos, recognition, and adoption campaigns.
• Partner with AI product/platform leaders and workflow owners to ensure new AI agents, set plays, and standardized workflows launch with clear use cases, training, feedback loops, and reinforcement mechanisms.
• Establish feedback loops across regions and teams to identify adoption barriers, usability issues, confidence gaps, and opportunities to refine agents, workflows, and enablement materials.
• Create and scale an AI champions network across regions and practices to accelerate peer-led adoption and capture field learnings.

Incentives, Recognition & Performance Integration:

• Partner with Talent, HR, and business leadership to align incentives, OKRs, recognition, and performance signals with AI-first behaviors.
• Define what “good” AI-enabled performance looks like by role, level, and workflow, including AI fluency, judgment, output validation, reuse, quality, productivity, and business impact.
• Support integration of AI expectations into competency models, role guidelines, manager calibration, promotion criteria, and hiring/interview guides.
• Design recognition approaches that showcase high-impact use cases, practical wins, team adoption, reusable assets, and measurable improvements in delivery speed, quality, and client value.

Measurement, Governance & Continuous Improvement:

• Define adoption and change KPIs, AI platform teams, Talent, and leadership, including usage, proficiency, workflow coverage, productivity, quality, business impact, and employee sentiment.
• Build governance routines to review adoption progress, unblock friction points, monitor change risks, and adjust rollout plans based on data and feedback.
• Create executive-ready dashboards, updates, and recommendations that show progress against adoption, capability, engagement, and business impact goals.
• Ensure VCA’s change management approach evolves as AI capabilities, workflows, roles, and operating model decisions mature.

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

Qualifications

Basic Qualifications:

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD.

Preferred Qualifications :

• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience 
• 12–18+ years of experience in change management, organizational transformation, management consulting, HR strategy, AI Transformation, workforce transformation, communications, or business transformation.
• Proven track record leading large-scale transformation programs across complex, global, matrixed organizations.
• Strong experience designing and executing change strategies that include communications, training, stakeholder engagement, leadership enablement, adoption tracking, and behavior reinforcement.
• Experience supporting digital, AI, automation, analytics, operating model, or workforce transformation programs.
• Ability to translate strategic priorities into practical change plans, adoption mechanisms, learning journeys, and leader-ready materials.
• Strong understanding of consulting delivery models, talent development, role evolution, capability building, and performance management is preferred.

U.S. Applicants Only

Work Hours

Varies upon the needs of the department.

Travel Requirements

This position requires travel 5-10% 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