Job Description

Position Summary

In this highly visible role within the Global Sales and Commercial Operations team, you will oversee the client insights program, manage the annual client engagement survey, develop methods to collect more comprehensive feedback, and convert findings into measurable actions. You will partner closely with Research partners, Technology, Sales Operations, and Marketing to design and launch surveys, connect data sources, surface trends for functional leaders, and operationalize closed-loop improvements across regions. You will also lead day-to-day ownership of our CEM platform (e.g., Medallia/Qualtrics)-driving adoption, integrations, training, and governance-while defining KPIs and reporting impact to senior stakeholders.

Essential Functions

The ideal candidate brings deep expertise and a proven track record delivering enterprise-scale Client Experience (CX) programs. In this Sr. Manager, Client Insights role, you will:

Program leadership and governance

• Lead end-to-end management of the annual global client engagement survey (design, sampling, launch, QA, analysis, readouts) and drive closed-loop action plans at regional, country, and account levels.

• Serve as the primary liaison across Research partners, Technology, Sales Operations, and Marketing to ensure on-time, high-quality execution and streamlined implementation.

• Define and report program KPIs (e.g., response rates, NPS/relationship metrics, closed-loop SLAs, time-to-insight) to senior stakeholders.

Insight generation and activation

• Analyze structured and unstructured feedback to identify drivers and root causes, translate insights into clear, prioritized recommendations and measurable actions.

• Share and disseminate insights through briefs, dashboards, workshops, and executive readouts to improve client experience across functions.

• Partner with leaders to track follow-through and impact of actions, iterate roadmaps based on outcomes.

Customer Experience Management platform ownership (Medallia/Qualtrics)

• Lead implementation and evolution of the CEM platform and closed-loop feedback programs to better measure overall client experience.

• Integrate the platform with sales tools and data sources, manage permissions, routing, and role-based access.

• Drive awareness and utilization: design and deliver scalable enablement (workshops, videos, documentation, office hours) across regions.

Customer journey and survey strategy

• Map priority customer journeys, design new touchpoint and relational surveys, expand the closed-loop system to key moments that matter.

• Align and support a comprehensive, enterprise survey strategy-avoiding duplication, standardizing measures, and ensuring governance and privacy compliance.

Change management and communication

• Elevate communication and adoption of insights across Visa through curated synthesis, storytelling, and targeted enablement.

• Build and coordinate a virtual network of regional CX champions to scale best practices and ensure consistency.

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

Qualifications

Basic Qualifications:

• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• 7+ years of experience working in market research, experience in managing CX or VOC program is strongly preferred
• Strong program management: gathering requirements, identifying milestones, project risks and other project management fundamentals
• Exceptional data analysis capabilities:
  • Proven ability to use analytics tools like Power BI, tableau, think cell etc.
  • Experience analyzing qualitative and quantitative data identify trends and develop improvement opportunities
• Excellent written and verbal communication skills
• Ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams
• Experience using different CRM tool and CEM platforms (such as Medallia and Qualtrics) is preferred
• Proven ability to navigate a globally matrixed environment, with evidence of ability to influence outcomes across functions and levels of the organization
• Process oriented, with a high attention to detail and quality on both internal team work and external products brought to market

Additional Information

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% 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 153,700.00 to 246,200.00 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.