Director, Service Experience Enablement

Visa

Director leading Service Experience Enablement at Visa, a payments technology leader. Overseeing transformation initiatives while improving client outcomes and organizational effectiveness.

Posted 7/30/2026full-timeAshburn • Virginia • 🇺🇸 United StatesLead💰 $160,100 - $271,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading organizational transformation and change management initiatives, with a strong focus on program management and operational excellence. Proven ability to drive AI and automation enablement while fostering collaboration across cross-functional teams in a complex, matrixed environment.

Highest-signal resume keywords

Program ManagementOrganizational TransformationChange ManagementAI EnablementStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementOrganizational TransformationChange ManagementAI EnablementAutomationAgile MethodologyLean MethodologySix SigmaAnalytical SkillsDecision-Making

Soft Skills

Executive CommunicationStakeholder ManagementOrganizational LeadershipCollaborationProblem-Solving

Industry Keywords

PaymentsFraudRiskFintechFinancial ServicesOperational Environments

About the role

Key responsibilities & impact

Lead the evolution of the Service Experience organization toward an enablement-focused operating model.
Develop and implement frameworks, governance structures, and best practices that improve organizational effectiveness and scale.
Drive strategic initiatives that support business priorities, operational excellence, and organizational transformation.
Champion AI and automation enablement initiatives to enhance productivity, scalability, and ways of working.
Lead a portfolio of complex cross-functional initiatives from planning through implementation.
Establish clear accountability, governance, milestones, and reporting mechanisms to ensure successful execution.
Identify and remove barriers to delivery while aligning stakeholders around shared objectives.
Drive execution rigor, transparency, and measurable outcomes across strategic programs.
Own the Service Experience framework across the RAS portfolio and drive continuous improvement efforts.
Partner with Product, Technology, Client Services, and regional stakeholders to improve adoption, readiness, and operational effectiveness.
Engage Technical Subject Matter Experts as needed to support Service Experience initiatives and priorities.
Monitor and drive performance against key Service Experience objectives and business outcomes.
Lead organizational and stakeholder change management efforts supporting new processes, operating models, tools, and initiatives.
Develop and execute communication strategies that drive awareness, adoption, and alignment.
Create executive-level presentations, updates, and business communications for senior leadership.
Ensure consistent messaging and engagement across global teams and stakeholders.
Build, develop, and lead a high-performing team focused on enablement, execution, and transformation.
Serve as a trusted partner to leaders across Product, Technology, Client Services, and regional organizations.
Foster collaboration and alignment across a highly matrixed environment.
Lead special projects and strategic priorities on behalf of senior leadership.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Requirements

What you’ll need

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
Minimum 10 years of experience in program management, strategy, transformation, operations, enablement, or related disciplines.
Minimum 5 years of people leadership experience.
Proven experience leading large-scale cross-functional initiatives in a complex, matrixed environment.
Strong executive communication, stakeholder management, and organizational leadership skills.
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 within payments, fraud, risk, fintech, financial services, or operational environments.
Experience leading organizational transformation, change management, and operating model evolution initiatives.
Demonstrated ability to influence stakeholders and drive alignment across multiple business functions.
Experience driving AI, automation, or digital transformation initiatives.
Familiarity with Agile, Lean, Six Sigma, or related continuous improvement methodologies.
Strong analytical, problem-solving, and decision-making capabilities.

Benefits

Comp & perks

Medical
Dental
Vision
401(k)
FSA/HSA
Life Insurance
Paid Time Off
Wellness Program