Product Analyst

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

About Us:

We are Visa's Client Experience Billing team, a dedicated and dynamic group responsible for the experience of collecting billions of dollars annually. We focus on ensure that our billing processes are seamless, efficient, and customer-centric. We are currently seeking a Product Analyst to join our team to help us achieve our goals and drive innovation in our billing operations.

Essential Functions

• Measure Customer Satisfaction (CSAT) and Net Promoter Score (NPS) across all customer-facing billing properties to ensure the highest level of client satisfaction.
• Research and extract valuable insights from customer support tickets and communications to identify trends and areas for improvement.
• Coordinate with cross-functional stakeholders, including finance and revenue operations teams, to streamline processes and improve overall efficiency.
• Represent the voice of the customer in all client experience billing matters, ensuring their needs and concerns are addressed effectively.
• Understand user behavior and Jobs to Be Done (JTBD) to enhance our billing systems and processes.
• Define product vision and strategy, and create roadmaps to guide product development and improvements.
• Conduct market research to identify customer needs, market trends, and competitive landscape.
• Collaborate with development teams to ensure timely and successful delivery of product enhancements and new features.
• Prioritize product backlog and manage release plans, balancing business needs with technical feasibility.
• Gather and analyze feedback from users and stakeholders to continuously improve the product.

This role is to be filled in either Foster City or San Francisco Visa office- there is no relocation assistance offered

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

Qualifications

Permanent Authorization to work in the U.S. is a precondition of employment for this position. Visa will not sponsor applicants for work visas in connection with this position.

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)
• Analytical mind with a strong ability to derive insights from data and translate them into actionable strategies.
• Self-starter with the ability to take initiative, manage multiple projects, and drive them forward to completion.
• Curious and driven, always seeking to learn, improve, and innovate in all aspects of the role.
• Excellent communication skills, with the ability to present findings and recommendations to executives effectively and confidently.
• Good conflict management skills with the ability to create compromises amongst different teams
• Billing or fintech experience is a Plus
• Knowledge of Microsoft Dynamics is a plus

Additional Information

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 a new hire into this position is 117,600 to 166,150 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.