Job DescriptionVisa is seeking a Service and Process Designer to lead the transformation of legacy, manual implementation processes into scalable, automated services. This role is responsible for incorporating end-to-end onboarding and on-going configuration maintenance of specific DPS and Visa products and services into a modern configuration solution. They design both the front stage (customer interaction) and backstage (processes, systems) to ensure a seamless experience. This role involves user research, modeling workflows, and improving business performance.
The focus of this role is to ensure that the modern configuration solution works holistically, with clear workflows, automation logic, and ownership across the lifecycle. This role is also expected to work very closely with the dedicated UI and UX Designer on the incorporation of services into a broader, enterprise-wide configuration solution.
Key Responsibilities:
Service & Process Design:
- Map and document current-state (as-is) implementation processes across teams, systems, and handoffs
- Identify inefficiencies, risks, manual touchpoints, and failure modes
- Design future-state (to-be) service flows that leverage automation and configuration-driven deployment
- Define service boundaries, including human-in-the-loop vs fully automated steps
- Use current AI tools to facilitate process mapping, stakeholder engagement, and identification of enhancements
Automation & Operating Model Design:
- Drive definition of orchestration logic for automated configuration deployment
- Specify required inputs, outputs, dependencies, approvals, and exception handling
- Partner with engineering to ensure automation aligns with real-world operational needs
- Establish standards for repeatability, scalability, and governance
Cross-Functional Facilitation:
- Lead service design workshops with Operations, Product, Engineering, Risk, Implementations, and Client teams
- Align stakeholders on how the implementation service will operates end-to-end
- Coordinate pre-adoption planning by identifying which teams are impacting process workflow(s) when newly identified product(s), features, functionality or services are introduced.
- Serve as the source of truth for the service model and process intent
- Establish and maintain clear cross-functional ownership, aligning impacted teams on newly introduced process workflows.
Experience Beyond the UI:
- Contribute to development and implementation of new elements of the modern configuration solution that introduce simplification and scale
- Define non-UI elements of the service, including:
- Ownership and roles
- SLAs and success measures
- Support and escalation paths
- Post-deployment lifecycle considerations
- Ensure the service functions effectively before, during, and after UI interaction
- Establish metrics for new services incorporated into the modern configuration solution in a sustainable manner to provide executive-level reporting
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Visa will accept applications for this role until at least June 15, 2026
QualificationsBasic Qualifications:
- 5 or more years of relevant work experience with a Bachelors 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:
- 6 or more years of work experience with a Bachelors 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
- Experience redesigning complex, multi-team operational processes
- Strong facilitation and stakeholder alignment skills
- Experience with automation-enabled services or configuration-driven systems
- Familiarity with Agile, Lean, or BPM practices
- Experience partnering with UX, Product, and Engineering teams
- Background in enterprise or platform-based environments
U.S. Applicants OnlyThe estimated salary range for this position is $124,300.00 to $ 198,600.00 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.
Work HoursVaries upon the needs of the department.
Travel RequirementsThis position requires travel 5-10% of the time.
Mental/Physical RequirementsThis 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.
