Director, Service Experience Enablement

Director, Service Experience Enablement

The Director, Service Experience Enablement is responsible for leading the transformation of the Service Experience organization into a scalable, enablement-driven function. This role oversees a team responsible for strategic program delivery, organizational enablement, change management, communications, and execution governance across the Risk and Security Solutions (RAS) portfolio.

Serving as a key partner to Product, Technology, and regional leadership teams, the Director will drive cross-functional alignment, operational readiness, and accountability for RAS strategic initiatives. The role will also lead AI and automation enablement efforts, helping teams adopt new capabilities, streamline processes, and evolve ways of working to improve organizational effectiveness and client outcomes.

The ideal candidate is a transformational leader who thrives in ambiguity, influences across a highly matrixed environment, and has a proven track record of translating strategy into execution.

Strategic Enablement & Transformation

• Lead the evolution of the Service Experience organization toward an enablement-focused operating model.
• Develop and implement frameworks, governance structures, and best practices that improve organizational effectiveness and scale.
• Drive strategic initiatives that support business priorities, operational excellence, and organizational transformation.
• Champion AI and automation enablement initiatives to enhance productivity, scalability, and ways of working.

Program Leadership & Execution

• Lead a portfolio of complex cross-functional initiatives from planning through implementation.
• Establish clear accountability, governance, milestones, and reporting mechanisms to ensure successful execution.
• Identify and remove barriers to delivery while aligning stakeholders around shared objectives.
• Drive execution rigor, transparency, and measurable outcomes across strategic programs.

Service Experience Leadership

• Own the Service Experience framework across the RAS portfolio and drive continuous improvement efforts.
• Partner with Product, Technology, Client Services, and regional stakeholders to improve adoption, readiness, and operational effectiveness.
• Engage Technical Subject Matter Experts as needed to support Service Experience initiatives and priorities.
• Monitor and drive performance against key Service Experience objectives and business outcomes.

Change Management & Communications

• Lead organizational and stakeholder change management efforts supporting new processes, operating models, tools, and initiatives.
• Develop and execute communication strategies that drive awareness, adoption, and alignment.
• Create executive-level presentations, updates, and business communications for senior leadership.
• Ensure consistent messaging and engagement across global teams and stakeholders.

Leadership & Stakeholder Management

• Build, develop, and lead a high-performing team focused on enablement, execution, and transformation.
• Serve as a trusted partner to leaders across Product, Technology, Client Services, and regional organizations.
• Foster collaboration and alignment across a highly matrixed environment.
• Lead special projects and strategic priorities on behalf of senior leadership.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Basic Qualifications:

• 10 or more years of work experience with a Bachelor's Degree or at least 8 years of work experience with an Advanced Degree (e.g. Masters/ MBA/JD/MD) or at least 3 years of work experience with a PhD
• Minimum 10 years of experience in program management, strategy, transformation, operations, enablement, or related disciplines.
• Minimum 5 years of people leadership experience.
• Proven experience leading large-scale cross-functional initiatives in a complex, matrixed environment.
• Strong executive communication, stakeholder management, and organizational leadership skills.

Preferred Qualifications:

• 12 or more years of work experience with a Bachelor's Degree or 8-10 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 6+ years of work…