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The Director, Global Client Services (CS) Communications & Engagement within the Global Business Operations and Strategy team will be an experienced and results-driven individual helping to develop and implement effective communication strategies to drive organizational transformation and support change management initiatives. The ideal candidate will possess a blend of strategic and operational acumen to effectively deliver key messages to a broad and diverse audience, optimizing channel, content, and delivery.

This role will lead the communication related to Client Services' transformative journey to our future state of service. This includes improvements in how we support our clients, ways that we're incorporating generative AI into the service journey, and more integration across our products and solutions, all to drive our clients' success. These transformation communications will also include sales enablement materials to highlight how we're addressing client feedback to help position CS as a thought leader.

This is an individual contributor role and requires a skilled and strategic communicator with strong business acumen as well as a proven ability to manage through influence, collaborate cross-functionally and deliver under tight timelines.

RESPONSIBILITIES

At a high level, key areas of responsibilities include:

• In partnership with regions, business units, and People (HR) team, develop and implement effective communication strategies to drive organizational transformation and support change management initiatives.
• Create plans, roadmaps, impact assessments & analyses, presentations, and additional materials as required to help ensure changes are clearly articulated both internally and externally to get buy-in and drive adoption.
• Collaborate with various stakeholders to understand their communication needs during times of change, ensuring messages are consistent and aligned with the organization's goals.
• Create engaging, clear, and concise content for various communication channels to keep a broad and diverse set of stakeholders informed and engaged during the transformation process.
• Coordinate with HR to ensure alignment with enterprise initiatives and communications, and engagement strategies.
• Monitor progress and evaluate success using a data-driven approach, while continually improving processes to increase efficiency and impact.
• Manage the creation and maintenance of sales collateral such as tear sheets, presentations, and case studies to support customer interactions; develop content that tells an impactful story.
• Build client-centric messaging to communicate developments to Visa's clients, including how we are addressing their feedback, and help position CS as a thought leader.
• Create and maintain repository of legally approved content for external audiences that can be used off-the-shelf to address time-sensitive requests.
• Identify and address communication gaps, and devise solutions to improve information dissemination and feedback collection.
• Stay informed about the latest trends in communication and change management to bring innovative ideas and practices to the organization.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications

• 10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Prior experience in Communications or Change Management role - track record of developing and communicating a strategy, building relationships across teams and key stakeholders to achieve business goals.

Preferred Qualifications

• 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work experience with a PhD
• Experience in Payments / Banking/ / Customer Service
• Certification in change management - PROSCI or similar
• Experience with change management methodology, tools, and techniques, as well as a strong understanding of organizational development, communication, and training.
• Strong track record of managing / leading enterprise-wide projects, change and transformational initiatives, with sustainable results.
• Excellent verbal and written skills. Ability to effectively communicate complex concepts in simple language and ability to tailor content based on audience.
• Results-oriented individual who can manage work in matrixed organization with multiple stakeholders at both junior and senior levels.
• Organized approach with attention to detail.
• Strong executive presence and ability to present with impact.
• Partners effectively across geographies, functions, and levels to drive results; develops relationships and builds trust and credibility to manage by influence.
• Role models and influences aspirational behavioral changes associated with transformation.
• Resourcefulness with a strong sense of accountability and results-oriented drive to overcome unexpected roadblocks.
• Strength in distilling what matters from what doesn't and experience with graphic design to create impactful artifacts.
• Ability to initiate and drive opportunities independently across multiple projects while operating in an environment with ambiguity and moving parts, able to stay focused and navigate new information / evolving scope.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 124,900 to 181,100 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.