Service Experience Consultant

The Go to Market Issuance Consultant serves as the intermediary between Client Services (CS) and Product. This position is accountable for the comprehensive strategy and optimization of the service experience, aligned with the full solution portfolio. Recognized as a thought leader and authority on service experiences, the consultant enhances efficiencies, drives revenue and penetration, increases client satisfaction, and refines internal operations.This role excels in matrix management, ensuring CS stakeholders are informed about product enhancements and have input in shaping the deployment process to guarantee a scalable and straightforward enablement process from a client perspective. The consultant frequently collaborates with specialized teams as the voice of CS, developing and delivering support models for issuers, acquirers, processors, Fintechs, and merchants globally. Responsibilities may include supporting initiatives such as new products and services, enterprise/government mandated projects, partner support (e.g., DPS, Pismo), and providing internal/external SME/consulting support.The consultant prioritizes our customers, placing them at the core of our business operations, products, and enhancements, with the objective of offering positive customer experiences through common goals and data-driven improvements.Essential FunctionsDevelop strong partnership with Product teams in order to be recognized as a key contributor to their successMaintain a continuous path of global CS communication to provide timely feedback to Product, stakeholders, etc.Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clientsEngage in the development and execution of Product KPI’s ensuring regional alignmentIdentify/Prioritize key product needs, dependencies with regions, define success measures and track status with productEngage with Product to provide input to design, development, implementation, client engagement and support process with regional feedback and a client lensDevelop framework for global Client Services resourcing model (where appropriate) gaining regional buy in (i.e. GCT, CCM, Franchise Mgmt, etc.)Define and execute global playbook for product enhancement, with processes, appropriate artifacts and standards applicable to all regionsEngage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessarySupport Client Services as an SME for assigned Product/ServiceWork with REST APIs and technical know-how to work with the client and with internal resources to bring products to market. Obtain knowledge of our client's host systems and applications to drive to solutions for integration. Serves as primary contact for the Client Service division’s multiple support groups for designated product.Provides insight and input to Product and Technology organizations including changes to current products, implementations of new products and the bi-annual business release technical letters.Ensure readiness for Business EnhancementsThis position is global in scope which will require some (limited) alternativework hours to accommodate regional time zones after hour/weekend releases2X annually.Responsible for own workflow assignments and to take the initiative to resolve problems and meet deadlines under limited supervision.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.