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

The Customer Experience Researcher is a role focused on improving the experience of our colleagues through deep analysis of employees’ behaviors, identification of meaningful insights, and the realization of viable improvement opportunities using critical thinking, collaboration, and effective storytelling skills. The role will support the mission of the Workplace Experience (WE) team, who is part of the Employee Enablement Solutions (EES) team within Corporate IT (CIT). Employee Enablement Solutions supports the success of our technology and business partners as a champion of the user experience.

The WE team is focused on improving the productivity, satisfaction, and engagement of Visa employees by reimaging their work tool experience. The WE team gains an emphatic understanding of the employees’ tool experience by analyzing employees’ behaviors. They leverage industry knowledge and keen understanding of technology to identify meaningful insights from employees’ current work tool experiences. Finally, the WE team effectively communicates viable improvement solutions through impactful storytelling and oversees the execution of these solutions by effectively collaborating with Technology and other key business partners.

The WE team is driven by imagination, creativity, and powerful storytelling. They are emphatic about the tool experience of their colleagues and are highly solutions oriented to foster a more inclusive and engaging work environment. The WE team is looking for an equally passionate individual, ready to approach the role with empathy, enthusiasm, and critical thinking.

The individual that assumes this role will work heavily with the Reporting & Analytics team, who also operates under the Employee Enablement Solutions (EES) function. Together you will evaluate current methods for monitoring customer experience, as well as propose new methods for more effective monitoring.

This position requires Human-Centered Design expertise with relative examples of implementing solutions that have measurably improved the productivity, usability, and overall satisfaction of fellow colleagues. The ideal candidate must also possess excellent leadership and interpersonal skills that are anchored by the convictions of empathy, influence, and courage. The candidate must have experience influencing individuals spanning across numerous business functions, and in a fast-paced and dynamic environment.

Essential Functions:

Conduct quantitative and qualitative studies to understand employee’s behaviors, needs, and motivations when leveraging corporate tools using surveys, interviews, telemetry data, usage testing, observations, and other analysis methods.Illustrate the needs and desires of employees through compelling written and oral reports using graphs, diagrams, verbatims, and other effective impact methods.Facilitate collaborative sessions with designers, developers, product managers, engineers, and users to generate a wealth of viable solutions envisioned with zero constraints.Support the design and communication of new solutions that foster increased productivity, usability, usefulness, and greater employee satisfaction using techniques such as user personas, empathy mapping, user requirements, and other human-centered design methods.Oversee the implementation of experience changes through continued engagement with users and advocation for a superior customer experience.Educate the organization on human-centered design principles and practices by developing learning content, hosting workshops, and participating in virtual roadshows.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

Qualifications

Basic Qualifications:

2+ years of relevant work experience and a Bachelors degree, OR 5+ years of relevant work experience

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)Certification in or demonstration of human-centered design practices and executionProven ability to accurately produce user personas, empathy maps, user requirements, and other human-centered design techniquesAbility to understand and work with technical concepts and creatively apply these concepts to process innovation and business efficiencyProblem solving skills - Superior ability to structure and scope complex problems, apply a range of analytical tools, gain and synthesize insights and develop solutionsCritical thinking skills - ability to interpret, evaluate, and analyze facts and information with sound judgement, and effectively formulate ideas in a way that successfully conveys the bigger pictureClient management skills - Advanced ability to closely partner with senior leaders and other stakeholders on projectsProject management skills - Proven ability to frame projects and establish required governance to move projects forwardStrong team-player with proven ability to effectively work with and influence various business functions within an organization to drive successfully drive initiatives to completionCommunication skills - Strong written and oral executive-level communications skills that drive effective outcomesProficient in Microsoft Office. Advanced capabilities using Excel, Visio, Power BI, Minitab and/or other mapping/reporting/analytical toolsHuman-centered Design, Customer Experience, Design Thinking, and/or User Research certifications such as Certified Customer Experience Professional (CCXP), Certified Customer Experience Specialist (CCES)Experience in implementing and measuring the satisfaction of corporate toolsAdvanced capabilities using Excel, Visio, Power BI, Minitab and/or other mapping/reporting/analytical tools

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.