Sr Manager, Global Client Insights

Company Description

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 #LifeatVisa.

Job Description

Position Summary

In this highly visible role within the Global Sales and Commercial Operations team, you will oversee the client insights program, manage the annual client engagement survey, develop methods to collect more comprehensive feedback, and convert findings into measurable actions. You will partner closely with Research partners, Technology, Sales Operations, and Marketing to design and launch surveys, connect data sources, surface trends for functional leaders, and operationalize closed-loop improvements across regions. You will also lead day-to-day ownership of our CEM platform (e.g., Medallia / Qualtrics)-driving adoption, integrations, training, and governance-while defining KPIs and reporting impact to senior stakeholders.

Essential Functions

The ideal candidate brings deep expertise and a proven track record delivering enterprise-scale Client Experience (CX) programs. In this Sr. Manager, Client Insights role, you will :

Program leadership and governance

• Lead end-to-end management of the annual global client engagement survey (design, sampling, launch, QA, analysis, readouts) and drive closed-loop action plans at regional, country, and account levels.
• Serve as the primary liaison across Research partners, Technology, Sales Operations, and Marketing to ensure on-time, high-quality execution and streamlined implementation.
• Define and report program KPIs (e.g., response rates, NPS / relationship metrics, closed-loop SLAs, time-to-insight) to senior stakeholders.

Insight generation and activation

Customer Experience Management platform ownership (Medallia / Qualtrics)

Customer journey and survey strategy

Change management and communication

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

Qualifications

Basic Qualifications :

Preferred Qualifications :

Additional Information

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 153,700.00 to 223,100.00 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.