Client Care Consultant (Industrial Engineer / Process Improvement)

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 are seeking a results-driven Industrial Engineer to analyze, design, and optimize client service processes in order to enhance client satisfaction, efficiency, and quality. This role will focus on mapping and evaluating existing workflows, designing improved future-state processes, and implementing data-driven strategies to streamline operations. The successful candidate will collaborate with cross-functional teams to ensure continuous improvement in alignment with organizational goals. 

Key Responsibilities:

• Analyzes client service workflows (including processes, systems, inputs, and client sentiment) to identify inefficiencies and improvement opportunities.
• Create detailed process maps for existing (“as-is”) processes and develop optimized future state (“to-be”) process maps.
• Leverage an archetype framework to recommend optimized client journeys across multiple support functions.
• Develop and implement process enhancements to eliminate waste, improve service delivery, reduce response times, and increase customer satisfaction. 
• Leverage modern AI technologies in developing future forward solutions (including developing custom Visa proprietary capabilities).
• Apply lean principles, Six Sigma methodologies, and other process improvement tools. 
• Monitor performance metrics, conduct root cause analyses, and recommend improvement actions. 
• Collaborate with IT, operations, and customer service teams to deploy technology-driven solutions.    

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

Qualifications

Basic Qualifications
-5 or more years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications
-8 or more years of work experience with a Bachelor's Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
-Bachelor’s degree in Industrial Engineering or a related field.
-2-4 years of experience in industrial engineering or process improvement, preferably with a focus on customer service or service industries.
-Current certification in process improvement methodology such as Lean, Six Sigma, or Kaizen.
-Direct experience in workflow redesign, process mapping (as-is/to-be), and performance measurement.
-Proven track record of implementing successful process improvements that enhance customer experience.
-Highly proficient in executive presentation
-Strong communication abilities with a high level of English proficiency
-Experience in value stream mapping
-Proficiency in process mapping tools (e.g., Visio, Lucidchart) and data analysis tools (e.g., Excel, Power BI).
-Excellent problem-solving, analytical, and communication skills.
-Ability to work collaboratively across departments and geographies. This position requires the candidate to work US business 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.