Senior Director, Client Services (CS) Strategic Initiatives and Transformation Office (SITO)

Senior Director, Client Services (CS) Strategic Initiatives and Transformation Office (SITO)

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

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

Basic Qualifications :

Preferred Qualifications :

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.