Job DescriptionOverview:
Senior Director, Visa Access - Strategy, Product & Client Experience:
Visa Access is Visa's enterprise B2B digital platform for secure access to content, applications, and services with 275,000+ monthly active users. As Senior Director, you will own its multi-year strategy, product direction, business operations, and client experience-shaping its evolution into a more intelligent, integrated, and intuitive platform.
Role Summary:
This role is for a strategic product and transformation leader who can translate client needs and enterprise priorities into a clear roadmap, effective operating model, and measurable outcomes. You will lead a multidisciplinary team and partner globally to simplify access, modernize the platform, and connect the client experience and journey.
You will own product priorities, governance, and business outcomes; Technology retains responsibility for building, running, and securing the platform, and adjacent teams retain ownership of their products.
Key Areas of Responsibility:
Strategic Leadership & Business Operations:
- Define and own the multi-year Visa Access vision, strategy, and roadmap aligned with Client Services and enterprise priorities.
- Set investment priorities and business cases, balancing client value, modernization, operational risk, cost, and delivery capacity.
- Establish the operating model, decision rights, governance, and executive reporting across a federated global organization.
- Measure and communicate value through adoption, client experience, task completion, support trends, and operational performance.
Product & Platform Leadership:
- Lead the product lifecycle from discovery and prioritization through launch, adoption, and continuous improvement.
- Guide platform modernization, content and search, access services, analytics, and reusable application-integration and onboarding capabilities.
- Partner with Engineering, Design, Architecture, IAM, and Technology Operations to deliver secure, reliable, accessible, and scalable experiences.
- Serve as the senior escalation point for portfolio trade-offs, delivery risks, quality concerns, and cross-team dependencies; apply structured problem-solving and mobilize cross-functional partners to resolve issues and escalations quickly and efficiently.
Client Experience & AI Transformation:
- Use client research, journey analytics, and support insights to simplify discovery, enrollment, access, application use, and self-service.
- Align client journey entry points and contextual handoffs while maintaining distinct product ownership.
- Advance intelligent search, personalization, guided journeys, and AI-enabled experiences grounded in governed content and appropriate entitlements.
- Embed responsible, hands-on use of AI in product discovery, requirements, analysis, and decision-making, with measurable productivity and client outcomes.
Access Governance & Operational Excellence:
- Set business direction for simplified and improved access, and self-service account management.
- Partner with IAM, Legal, Risk, and business owners to balance simpler onboarding with security, privacy, and access-control requirements.
- Use telemetry, incident and support trends, and root-cause analysis to improve platform health, release readiness, and issue prevention.
Team Leadership & Global Collaboration:
- Lead and develop a multidisciplinary team across product, business operations, client experience, and enablement; build leadership depth and accountability for outcomes.
- Build alignment across global and regional business, technology, support, publishing, and control partners.
- Partner with Product Marketing and Change Managements teams for change readiness, communications, and adoption for new capabilities and operating models.
- Foster a culture of ownership, client focus, collaboration, experimentation, and measurable impact.
Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.
QualificationsBasic Qualifications:
- 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced Degree (e.g., Master's, MBA, JD, MD), or a minimum of 5 years of work experience with a PhD.
- Significant leadership experience in enterprise product management, platform strategy, business operations, or digital client experience, including leading and developing distributed, multidisciplinary teams.
- Experience collaborating with product, engineering, and design teams across multiple time zones and regions.
- Product and technical fluency across digital experience, identity and access, application integration, data, AI, security, and reliability.
- Ability to establish operating models, governance, KPIs, and portfolio priorities tied to business outcomes.
- Genuine hands-on familiarity with AI tools in a product workflow context - not just awareness, but practitioner-level adoption
- Judgement to evaluate AI capabilities and articulate where they create leverage in product work versus where human judgment remains irreplaceable
- Demonstrated success owning products end-to-end: from strategy through discovery, development, launch, and iteration at scale
- Strong financial and commercial acumen and analytical skills
- Excellent written and verbal communication; strong executive presentation skills and presence.
Preferred Qualifications:
- 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g., Master's, MBA, JD, or MD); PhD with 9+ years of experience.
- Experience in payments, financial services, fintech, or regulated global B2B platforms, particularly client portals, identity/access, or self-service ecosystems.
- Experience applying generative AI, intelligent search, and agentic capabilities to enterprise client experiences.
- Proven track record of leading large-scale product transformations in global, complex businesses, using client research, analytics, and operational insights to guide decisions.
- Proven ability to lead through influence in a matrixed global organization where you do not own everything but are accountable for outcomes
- Experience managing organizational change - building new operating models, shifting culture, navigating resistance with empathy and conviction
- Strong talent instincts: Ability to identify, recruit, and develop exceptional product talent in a competitive market
Information for US ApplicantsFor roles located in the US, the estimated salary range for this position is $185,400.00 to $ 324,500.00 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.
