Senior Director, Client Services (CS) Strategic Initiatives and Transformation Office (SITO) - job 1 of 2

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.

This leader  will be a key member in the Client Services (CS) Strategic Initiatives and Transformation Office (SITO), which is responsible for driving enterprise programs across Client Services:

• Serves as a dynamic change implementation leader, shaping the future landscape through technology innovation and strategic foresight.
• Champions process excellence, leveraging deep expertise to streamline business operations and enhance organizational agility.
• Develops and executes transformative strategies that integrate cutting-edge technology with best-in-class processes to deliver measurable improvements in performance and outcomes.
• Leads the identification and realization of end-to-end improvement opportunities, unlocking revenue, capacity, and client value through automation and digital enablement.
• Acts as a thought leader in change management, providing expert guidance on implementing technology-driven transformation initiatives.
• Bridges the gap between technical execution and business process optimization, ensuring change initiatives align with organizational objectives and accelerate time-to-market.
• Fosters a culture of continuous improvement and proactive problem-solving, empowering teams to adopt new tools and technologies that shape a future-ready enterprise.
• Collaborates cross-functionally to ensure seamless technology adoption, driving sustainable change and building resilient processes for long-term success.

This leader is responsible for defining implementation change strategies and delivering assets that drive behavior and mindset changes for the Client Care Transformation Program. They will focus on the people side of change, including changes to business processes, systems, tools, and technology. This person will ensure the business is ready for change, including that change readiness steps are taken timely as new tools and technology are released as part of the Client Care Transformation roadmap.

Key Responsibilities

The ideal candidate will have excellent communication skills, be well organized, and can lead in a matrixed environment. They must be experts in change management and be able to develop change strategies and programs to drive adoption across the organization. This person will work cross-functionally and must be effective at influencing senior leaders and have a strong executive presence.

Key responsibilities will include developing change strategies and programs to maximize employee adoption and proficiency, while minimizing resistance.

• Lead implementation execution through various key stakeholders and executive sponsors, deliver executive stakeholder updates, and manage escalations.
• Design comprehensive change and enablement strategies, including a sequenced plan of activities to build awareness, develop competency, and accelerate adoption of change with proficiency.
• Develop and deliver robust training programs tailored to different user groups and functional teams, with resources available in various formats such as live sessions, digital modules, quick reference guides, and peer learning opportunities.
• Identify, onboard, and empower change agents throughout the organization to act as local champions, fostering two-way communication and reinforcing new behaviors at every level.
• Prepare mitigation plans to reduce risk and resistance to adoption, and leverage feedback from change agents and end users to continually refine enablement and training content.
• Partners with key teams deliver a full spectrum of change tactics, including communications, end user training, executive memos, internal presentations, infographics, videos, intranet destinations, case studies, demos, and learning events.
• Partners with strategic initiative leads and program managers to define and measure the impact of change deliverables, ensuring enablement activities and changing agent networks to drive sustainable adoption and measurable business outcomes.

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

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
• Led enterprise-wide digital transformation with expertise in implementing scalable processes to drive measurable business outcomes and value realization
• Demonstrated experience formulating strategy and critical thinking, with a strong focus on operationalizing strategic objectives
• Expertise in leveraging data-driven insights to inform change strategies, measure adoption, and assess program effectiveness
• Proven ability to utilize advanced analytics for stakeholder analysis, risk mitigation, and identification of opportunities for increased value realization
• Ability to influence peers and senior leaders across the organization, driving alignment and buy-in through robust data analyses and value cases
• Solid understanding of organizational management principles, methodologies, tools, and best practices, with an emphasis on metrics and KPIs to track progress and report on value delivered
• Excellent written and verbal communication skills; strong executive presentation skills and presence
• Proficiency with Microsoft tools, BI reporting as well as data visualization tools to communicate analytical findings and value realization

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
• Previous experience leading a change management team on a multi-year transformation program , ideally with a consulting firm as part of an implementation team
• Prosci or other change management certification or experience in driving change delivery across transformation initiatives preferred
• Strong written and visualization skills, with a background in marketing, communications, or design a plus
• Self-motivated with the ability to exercise independent judgment with minimal direction from management
• Ability to coordinate activities with colleagues from cross-functional teams

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.  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 to $179,300.00 USD to $296,550.00 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.