Sr. Service Experience Consultant

The Senior Consultant, Business Enhancements Release (BER) Enablement, acts as the key liaison between Product, Technology, and Client Services for all matters related to the enablement, deployment, and optimization of business enhancements releases. This role is recognized as a thought leader and authority on BER processes, ensuring seamless enablement, release management, and communication across global teams. The Senior Consultant will lead cross-functional initiatives to develop and execute a global playbook for release enablement, drive continuous improvement, and champion scalable solutions with a client lens. The role requires technical fluency, strong matrix management, and the ability to influence and educate stakeholders worldwide.

ESSENTIAL FUNCTIONS

• Define and execute a global playbook for business enhancements release enablement, including processes, artifacts, and standards applicable across all regions.
• Partner and negotiate with Global Product, Technology, and Client Services teams to ensure successful planning, communication, and execution of BER activities.
• Serve as a subject matter expert (SME) for BER, supporting internal and external stakeholders during product and service implementations.
• Engage regularly with regional peers to socialize the BER pipeline, gather feedback, and ensure regional requirements are reflected in global processes.
• Identify and document potential risks associated with proposed changes while providing feedback on the client perspective.
• Develop, document, and deliver training and enablement materials to empower Client Services and other stakeholders.
• Maintain a continuous feedback loop between Client Services, Product and Technology to improve BER processes and address client and business needs.
• Lead initiatives to define KPIs, measure success, and track the status of BER-related activities with a focus on client satisfaction and business outcomes.
• Drive adoption of best practices in release management, risk assessment, and operational readiness including ensuring proper fallback plans are in place.
• Responsible for own workflow assignments and must be able to take the initiative to resolve problems and meet deadlines.
• Participate in activation weekends with the Command Center to track, understand, and provide visibility into client-impacting release issues.

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

Qualifications

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD
• Experience using standard MS Office tools (e.g., MS Project, Excel, PowerPoint, Word, Visio, etc.)

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Demonstrated understanding of payment and data processing industries, including industry trends and high-level business drivers.
• Deep knowledge of Visa Systems including MVS, VIP, RSI, CORE/Config with a strong technical aptitude and ability to communicate technical information to non-technical audiences.
• Proven ability to coordinate and collaborate with a globally distributed team is essential, requiring effective communication and strong relationship-building skills across diverse geographical locations.
• Advanced planning, organizational, and problem-solving skills.
• Demonstrated leadership capabilities and ability to work in a complex, matrixed organization.
• Comfort with public speaking and the ability to relay information clearly and confidently to large groups.
• Ability to set priorities, influence others, and manage stakeholder expectations.
• Project management skills are preferred.