Business Analyst – Client Experience

Job Description

Client Services CX Analyst | Visa

The Tone:
This is a full-time individual contributor role at Visa, with a hybrid work model requiring at least 3 days in office. Visa is a global leader in payments technology, facilitating transactions for consumers, merchants, financial institutions, and government entities across more than 200 countries and territories. In this role, you will contribute to uplifting lives worldwide by creating significant impact, solving meaningful challenges, and improving client experience through data-driven insights.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid

• Team: Supports Client Experience initiatives within Client Services.
• Mission: To improve Net Promoter Score (NPS) survey management and returns by providing actionable insights through data analytics.
• Tech Stack: Python, SQL, ML, AI

What You’ll Actually Do
• Partner with Client Services leadership, Technology teams, and survey vendors to support Client Experience Net Promoter Score (NPS) survey initiatives.
• Utilize data analytics to provide actionable insights aimed at improving NPS survey management and returns.
• Demonstrate strong project management skills to address issues and lead process improvements.
• Develop executive communications that tell a compelling story about the state of Client Experience surveys.
• Contribute to AI and machine learning programming projects aimed at enhancing customer experience.

The Must-Haves
• Background: 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree; an individual contributor supporting Client Experience initiatives.
• Experience: 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree; demonstrated experience in managing projects and time, taking initiative, adapting to shifting priorities, and relationship management with key stakeholders.
• Skills: Data-driven problem-solving, Python for production-quality ML coding, SQL for data extraction/joins/feature pulls, data structures & algorithms fundamentals, computational complexity fundamentals.
• Bonus: Expertise in Data Analytics using AI and ML models; 3 or more years of work experience with a Bachelor’s Degree or more than 2 years with an Advanced Degree; experience with content standards, style guides, and templates; ability to analyze the impact of product changes on business processes and related knowledge.