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

Reporting into the European Director of Workplace Experience, the Workplace Experience Manager is accountable for developing a consistent culture of customer service excellence within Corporate Services and contracted third party service partners across the region. The role holder will ensure our colleagues and guests experience of Workplace Services is continuously improved and measured. They will support defining amenities service standards and govern delivery of those standards. They will provide support for change management, communications, and vendor governance to enhance the European Workplace Experience.

Responsibilities

• Supporting the definition of the European colleague Workplace experience strategy, defining our colleague experience on a tiered basis across Europe.
• Supporting our office management team across Europe to drive consistent standards of Workplace Experience across our diverse building portfolio.
• Development of Workplace satisfaction analysis for all Corporate Services service lines – defining and implementing methods of routinely gathering feedback from colleagues and stakeholders in a data driven/automated way including use of existing platforms and implementation of new methods. Analysis of data to identify trends and define appropriate service improvement objectives.
• Maintenance and further development of governance of contracted service partners, our relationships, and future innovations to enhance Workplace Experience.
• Ensures focus on day-to-day amenities service standards delivered by Corporate Services and contracted service partners.
• Delivering and consistently reviewing a communications strategy for Corporate Services in Europe, providing customer focused, regular Workplace Experience related updates to our colleagues and key stakeholders across the region.
• Supporting workplace change management activities in support of relocation, refurbishment, and internal move projects. Ensures stakeholder and customer needs are analyzed and managed to deliver a positive and lasting change that aligns to our real estate strategy and business strategies. Supports our move to Agile working office spaces.
• Develops and manages site activation programs, ensuring a regular range of activities focused on encouraging wellness, collaboration with colleagues, and connections with senior leaders.
• Provides input to capital and expense budget process for requirements related to Workplace Experience.
• Acts as customer champion within Corporate Services, ensuring the customer experience is routinely considered on projects, when defining services and making service change decisions.
• Contracts with internal and external third parties for support as appropriate.
• Collaborates closely with colleagues/counterparts in Global Corporate Services to ensure alignment with space design standards with the target of ensuring space and service deliver a world class colleague experience.
• May be required to lead other projects and special duties as required from time to time.

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.

Qualifications

Education / Professional Credentials

• Bachelor’s degree, or a minimum of 10 years in hospitality or Workplace services positions that show progressively increasing responsibilities.
• Demonstrable experience of data analysis and use of data to drive change in service excellence
• Demonstrable experience of communication, collaboration, and management of third-party vendors.
• Demonstrable experience of working successfully across multiple geographies within one or more regions

Required Functional Knowledge / Skills

• Ability to work with all levels of the organization and impart the importance of customer service excellence
• Multi-culturally sensitive and comfortable working across diverse cultures
• Ability to communicate effectively with strong interpersonal, verbal, and written communication skills
• Leads though a strong team focus, capable of collaborating seamlessly with counterparts in other areas of the Visa organization

Aptitudes and Character

• Excellent communication and listening skills.
• Passionate about customer service and delivering the highest service standards.
• Strategic and critical thinking skills.
• Leadership and people skills.
• Self-motivated and dynamic approach.
• Resolute and problem-solving abilities
• Ambitious and innovative approach.
• Professional, empathetic, and positive outlook.

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.