Client Care Ops Analyst (Data Visualization)

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 Life at Visa.

Job Description

We're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.

Key Responsibilities:

• Technical Skills:
  • Use data analysis tools like Excel, SQL, Python, R, or similar software.
  • Collect, clean, and manage large datasets to support business goals.
  • Apply statistical methods and create data visualizations to interpret trends.
• Analytical Thinking:
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
• Collaboration:
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
• Benefits Reporting:
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.

Additional Expectations:

• Industry Knowledge: Experience or expertise in the finance industry is a plus.
• Project Management: Manage the analysis process from data collection to report delivery.
• Attention to Detail: Ensure accuracy and consistency in data analysis.
• Adaptability: Stay current with evolving data analysis techniques and technologies.

Hybrid Position:
This is a hybrid position. You'll alternate between remote and office work, typically working from the office two days a week (usually Tuesdays and Wednesdays), aiming for 50% office time based on business needs.

Qualifications

Qualifications:
• 2+ years of work experience with a Bachelor's Degree or an Advanced Degree (e.g., Masters, MBA, JD, MD, or PhD). Preferred: 3+ years with a Bachelor's Degree or 2+ years with an Advanced Degree.
• Motivated self-starter who can work independently and coordinate activities with cross-divisional teams.
• Dynamic professional skilled in innovation and agility, able to adapt to change and deliver high-quality results.
• Ability to handle multiple initiatives and complex situations at once.
• Expertise in channel strategy, especially within client care organizations.
• Strong organizational skills, able to adapt quickly to changing priorities.
• Excellent analytical, communication, presentation, interpersonal, time management, and critical thinking skills.
• Experience using standard MS Office tools (e.g., MS Project, PowerPoint, Word, Excel, Visio, SharePoint, Teams).
• Experience with Microsoft Power Apps for custom business applications.
• Knowledge of CRM, Genesys, and the Payments industry is preferred.
• Moderate experience in Business Process Re-engineering, Lean DMAIC Process Improvement, and Lean Automation.
• Customer Care Operations and Contact Center experience.
Join Visa and help us deliver exceptional value to our clients with innovative channel strategies and outstanding client care.

Amenable to Night Shift - US Hours

Additional Information

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.