Client Care Ops Analyst (Business/Digital Transformation)

Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.

At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world. Join Visa and do work that matters — to you, to your community, and to the world.

Progress starts with you.

Position Overview:

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 analytical and data tools such as Excel, SQL, Python, and Jupiter Notebooks to collect, clean, analyze, and visualize data.
  • Leverage modern BI tools (e.g., Tableau, Power BI) to create clear dashboards and insights for stakeholders.
  • Utilize platforms such as Genesis Cloud and Microsoft Dynamics (CRM) to extract operational data, analyze customer interaction patterns, and identify opportunities for workflow improvements and automation.
  • Work with cloud data platforms such as Snowflake or Big Query to query, manage, and integrate large datasets.
  • Apply AI strategy and architecture knowledge to design solutions using LLMs, agent frameworks, and modern automation.
  • Build and troubleshoot intelligent agents and technical systems that translate business needs into scalable solutions.
  • Work effectively with structured/unstructured data to interpret trends and support decision-making.
• 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.
  • Technical Problem-Solving – Evaluate technical options and identify the most effective solutions.
  • Process Optimization – Analyze operational workflows to uncover improvement opportunities
  • Process Optimization – Assess workflows, identify inefficiencies, and design innovative, AI‑driven improvements. 
  • Project Management – Plan, manage, and execute initiatives from discovery through delivery.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
  • Executive Communication – Communicate complex concepts clearly and persuasively to senior leaders.
  • Clear Documentation & Presentation – Produce structured reports, recommendations, and technical summaries for various audiences.
  • Change Management – Guide teams through the adoption of new technologies with clear training and rollout plans.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
  • Business Acumen – Understand strategic, financial, and competitive considerations to ensure solutions deliver measurable value.
  • AI Strategy & Architecture – Apply knowledge of AI trends to align solutions with organizational 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.
  • Stakeholder Management – Align cross-functional teams and manage expectations effectively.
  • Collaboration & Facilitation – Lead workshops, gather input, and drive consensus across diverse groups.
  • Change Management – Engage teams collaboratively during technology adoption.
• 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.
  • Process Optimization – Identify and articulate workflow improvements and efficiency gains.
  • Project Management – Track and report progress, outcomes, and value delivered from initiatives.
  • Data Literacy – Use data insights to measure, document, and communicate solution impact.

Additional Expectations:

• Proactively identify AI-driven opportunities by analyzing workflows, spotting inefficiencies, and proposing intelligent agent or automation solutions that improve team productivity and customer outcomes.
• Leverage tools such as Genesys Cloud and Microsoft Dynamics to analyze customer interactions, optimize workflows, and inform process improvements.
• Maintain strong cross-functional relationships, partnering closely with operations, product, engineering, and leadership to ensure insights and solutions are aligned, understood, and supported.
• Deliver clear, executive-ready communication, translating complex analytical findings, AI solution impacts, and benefit metrics into concise narratives for senior leaders.
• Stay current on emerging AI tools, LLM capabilities, automation frameworks, and analytics best practices, applying new knowledge to enhance solution design and operational decision-making.
• Demonstrate ownership of end-to-end analysis, from data exploration and requirements gathering to presenting insights and validating solution outcomes.
• Balance independent problem-solving with collaborative execution, ensuring projects move forward efficiently while incorporating feedback from key stakeholders.
• Ensure analytical rigor and accuracy, validating assumptions, verifying data quality, and documenting methodologies to support transparency and repeatability.
• Act as a champion for innovation, encouraging data-driven thinking, experimentation, and adoption of modern AI-enabled approaches across the organization.

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

Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 2+ years of work experience with a Bachelor's or Bachelor’s degree in Business, Data Science, Computer Science, Statistics, Engineering, or a related field
• Proficiency in analytics tools: SQL, Excel, Python or R, dashboarding tools (Tableau, Power BI), and standard MS Office tools (PowerPoint, Word, Excel, Visio, SharePoint, Teams).
• Understanding of AI/LLM concepts, intelligent agent frameworks, and automation technologies, with the ability to apply them to business workflows.
• Strong analytical, problem solving, and critical thinking skills, capable of turning complex data into actionable insights.
• Excellent communication and presentation skills, with experience presenting to leaders, executives, and cross-functional audiences.
• Ability to manage multiple priorities, work independently, and coordinate efforts across diverse teams.
• Motivated self-starter who thrives in dynamic environments, demonstrates agility, and adapts quickly to changing needs.
• Strong organizational and time management abilities for handling multiple initiatives and complex situations simultaneously.
• 3+ years of experience in analytics, operations, strategy, process improvement, or a similar role.
• Experience with Genesys Cloud and Microsoft Dynamics (CRM) platforms to support analysis, workflow optimization, and customer interaction insights.
• Experience working with Microsoft Power Apps for custom business applications.
• Knowledge of CRM platforms, Genesys, and broader Payments/Financial Services industry practices.
• Moderate experience in Business Process Re engineering, Lean DMAIC, Lean Automation, or continuous improvement methodologies.
• Background in Customer Care Operations or Contact Center environments, especially related to channel strategy and client care.
• Demonstrated ability to drive innovation, introduce new technologies, and improve operational workflows.

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.