Vice President, Client Services Transformation, Change Management and Enablement

Vice President, Client Services Transformation, Change Management and Enablement

As an integral member of the Client Services (CS) Strategic Initiatives and Transformation (SITO) leadership team, this leader will champion process transformation, change management, organizational readiness and workforce enablement across CS teams and enterprise initiatives enabled by CS. This individual will set the vision and strategy for preparing the organization for transformation, and ensuring teams are equipped, engaged, and empowered to adopt new ways of working. The role will focus on architecting and delivering complex, high-impact programs that drive stakeholder buy-in, foster a culture of continuous improvement, and enable seamless transitions across multiple business units and global geographies. By prioritizing change management best practices and readiness efforts, this leader will ensure that all transformation initiatives are aligned with Visa’s strategic objectives, support long-term business goals, and deliver measurable improvements in operational excellence and client engagement at scale.

• Develop and execute comprehensive transformation strategies that accelerate growth, enhance operational efficiency, and enable cross-functional improvements across global business units.
• Ensure alignment of all transformation initiatives with Visa’s overarching strategy, values and long-term objectives.
• Set a clear vision and strategy for organizational readiness, workforce enablement, and knowledge management initiatives, ensuring the organization is fully prepared to embrace transformative change.
• Drive change management excellence by designing and implementing structured frameworks that support change readiness, stakeholder alignment, and the seamless adoption of enterprise-wide initiatives.
• Champion process excellence and operationalization by identifying opportunities for continuous improvement, standardizing best practices, and integrating transformation initiatives into day-to-day operations to maximize long-term value realization.
• Lead learning and knowledge management functions that empower teams with the critical skills, knowledge, and resources needed to navigate and thrive through transformation, ensuring consistent adoption of new tools, processes and ways of working.
• Apply advanced analytical frameworks and critical thinking to identify, prioritize, and architect transformation initiatives aligned with Visa Client Services’ strategic goals.
• Champion data-driven decision making by leading hypothesis generation, data collection, and analysis to deliver measurable improvements in operational excellence, cost optimization and revenue growth.
• Build and sustain strong partnerships with cross-functional teams, acting as a trusted advisor to senior CS leadership and stakeholders throughout transformational engagements.
• Persuade and influence senior leadership through executive-level communication, fostering support and buy-in for key recommendations and initiatives.
• Lead, mentor, and empower a high-performing team, ensuring successful delivery of strategic programs and cultivating a culture of continuous improvement and readiness.
• Manage day-to-day project and team operations, ensuring milestones are met and programs deliver on-time and within scope.

This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.

Basic Qualifications 12 or more years of work experience with a bachelor’s Degree or at least 10 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 8 years of work experience with a PhD Preferred Qualifications At least 15 years of work experience with a bachelor’s degree or at least 12 years of experience with an Advanced degree (e.g. Masters/ MBA/JD/MD) or at least 10 years of work experience with a PhD, with high academic achievement (preferably in fields of business, finance, economics, engineering, statistics, or another related field) Experience in and/or significant exposure to the payments, financial services, or digital/technology industries preferred Progressive years of experience in leading and delivering enterprise transformation initiatives, consistently driving organizational change and value realization Ability to independently lead and manage projects with multiple workstreams and stakeholders, with proven leadership success over a wide variety of functional business problems Strong sense of commitment and accountability; possesses a business-focus mindset; self-motivated to deliver work with a strong attention to detail Superior analytical and problem-solving skills, with proven rigor Ability to structure, author and deliver complex presentations to various audiences Personal presence and ability to clearly communicate compelling messages to senior executive leadership and business partners Demonstrated ability to influence decision-making with internal and external stakeholders at all levels Proven experience building, leading, and scaling high-performing transformation teams. Ability to identify and attract top talent, assembling, developing, and effectively leading multi-disciplinary teams with complementary strengths.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This 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.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for this position is 219,400 to 384,000 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.