Senior Process Optimization Consultant

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.

Client Services works with issuers, acquirers, processors, and merchants worldwide to deliver on our commitment to uplift everyone, everywhere, by being the best way to pay and be paid. To deliver on this critical mission, we must continually assess and improve our performance both internally and how we enable client success.  Our top priority is to transform our Client Services organization into one focused on client success, leveraging data, technology, and AI to deliver a service experience that delights our clients around the world.  The Strategic Initiatives and Transformation Office (SITO) is responsible for delivering on our 2030 strategy across Client Services.

The Senior Consultant, Process Excellence will play a critical role in supporting the design, improvement, and governance of processes across Client Services. This role reports into the Senior Director responsible for governance, process excellence and a slate of strategic initiatives. This individual contributor role will focus on executing process improvement initiatives, applying Continuous Improvement methodologies, and collaborating with cross-functional teams to enhance client and employee experiences.

This is a hands-on role ideal for someone who thrives in a fast-paced environment, enjoys solving operational challenges, and is passionate about driving measurable impact through process excellence.

Key Responsibilities

• Partner with cross-functional teams to improve client experience, service standards and/or, operational efficiency and effectiveness through process design and re-engineering.

• Use a wide variety of analytical and process management skills to develop comprehensive process improvement plans.

• Support process improvement initiatives across global teams, applying Continuous Improvement methodologies (Lean, Six Sigma, BPM).

• Facilitate journey-mapping and design-thinking workshops to uncover root causes and co-create future-state processes with stakeholders.

• Develop and maintain process documentation, including SOPs, process maps, and governance artifacts.

• Drive implementation of metric-based improvements including monitoring, reporting, performance analysis and cost benefit.

• Translate the 'voice of the client and/or employee' into strategic initiatives, partnering with global senior stakeholders to deliver on an improvement pipeline.

• Acts as an ambassador to promote process excellence across Client Services through coaching and knowledge sharing.

• Deliver stakeholder updates by translating complex problems into clear, data-driven insights that support informed decision-making

• Collaborate with analytics teams to translate data into actionable insights for process optimization.

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

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor's Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD.

• Minimum 5 years' experience in successful delivery of large initiatives with demonstrated business value.

• Must be fluent in written and spoken English.

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor's Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD.

• Certified Lean Six Sigma Green Belt with a documented track record of financial benefits delivered through large-scale programs.

• Experience transforming service operations in payments, financial services, B2B SaaS, or other high-availability, regulated industries.

• Experience in leading matrix management of dynamic and multi-cultural teams, with shifting priorities in delivering commitments.

• Advanced analytical skills, able to synthesize data, model scenarios, and craft fact-based narratives that drive action.

• Expertise in the following: customer journey mapping, Agile or Lean product development, and change-management (e.g. certification in Prosci, CCMP) or equivalent experience driving cultural adoption of new ways of working.

• Strong analytical, problem solving, facilitation and project management skills.

• Working knowledge of modern data and analytics platforms (e.g., Power BI, Tableau, SQL) and AI or ML applications for process optimization.

• Expert ability to communicate a compelling narrative visually with PowerPoint.

• Experience working with Product and engineering teams a plus.

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.