Senior Manager, CX Enablement
Dandy$149,300 - $181,000/year
Full Time
Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Payments, Fintech, TechnologyIndustries
Requirements
- 7 years of work experience with a Bachelor’s Degree; 5 years of work experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 1 year of work experience
- Deep expertise and proven track record delivering enterprise-scale Client Experience (CX) programs
Responsibilities
- 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
- 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
- Lead implementation and evolution of the CEM platform (e.g., Medallia/Qualtrics) and closed-loop feedback programs to better measure overall client experience
- Integrate the CEM 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
- 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
- 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
Skills
Client Insights
Client Engagement Survey
Medallia
Qualtrics
Survey Design
Data Analysis
Stakeholder Reporting
Program Management
Cross-functional Collaboration
KPI Definition
Closed-loop Action Plans
Sampling
QA
Visa
Global digital payment network provider
About Visa
Visa operates a global digital payment network that facilitates electronic payments for millions of people daily. The company connects consumers, businesses, financial institutions, and governments, allowing them to make transactions using Visa cards. Each time a card is used, Visa earns money through transaction, service, and data processing fees. Unlike many competitors, Visa focuses on expanding access to financial services for underserved communities and supporting local economies. The company's goal is to promote financial inclusivity and drive sustainable commerce, ensuring that more people can participate in the global economy.
San Francisco, CaliforniaHeadquarters
1958Year Founded
$55.8MTotal Funding
ANGEL_INDIVIDUALCompany Stage
Fintech, Financial ServicesIndustries
10,001+Employees
Benefits
Health Insurance.
Life Insurance.
Dental Insurance.
Disability Insurance.
Accidental Death & Dismemberment Insurance.
Risks
CBDCs could reduce reliance on Visa's payment network.
'Buy Now, Pay Later' services may decrease traditional credit card transactions.
Fintech startups offering zero-fee transactions could pressure Visa's revenue model.
Differentiation
Visa operates a global digital payment network connecting millions daily.
The company focuses on financial inclusivity and sustainability in its operations.
Visa collaborates with central banks on Central Bank Digital Currencies (CBDCs).
Upsides
Visa's partnership with fintechs enhances cross-border payment solutions.
Adoption of blockchain technology could revolutionize digital payments.
AI-driven fraud detection systems are reducing fraudulent activities.
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