About Us
Visa is a world leader in payments technology, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories, dedicated to uplifting everyone, everywhere by being the best way to pay and be paid.
At Visa, you'll have the opportunity to create impact at scale — tackling meaningful challenges, growing your skills and seeing your contributions impact lives around the world.
Join Visa and do work that matters – to you, to your community, and to the world. Progress starts with you.
Job Description
We are seeking a high-impact Experience Lead to design, orchestrate, and elevate the end-to-end experience for the Affluent segment in Chile.
This role is responsible for delivering a differentiated value proposition through premium benefits, curated experiences, and high-touch service.
You will act as the central orchestrator of the ecosystem, ensuring seamless, personalized, and best-in-class experiences across all client touchpoints.
This position reports to the Head of Consumer Products, Chile.
Key Responsibilities
End-to-End Experience Ownership
Own the full Affluent journey: invitation, onboarding, activation, engagement, and retention
Ensure consistency between product promise, benefits delivery, and client experience
Benefits & Experiences Orchestration
Lead execution of premium benefits and curated experiences across key categories
Drive evolution toward differentiated, access-based and experience-led propositions
Vendor & Partner Management
Manage strategic vendors and partners ensuring premium service standards
Define and enforce SLAs, quality controls, and governance frameworks
Service Excellence & Channels
Develop high-touch service strategies for every interaction point, including call centers, concierge services, and digital channels.
Enable consistent, proactive, and frictionless client interactions
Performance & Continuous Improvement
Define and track KPIs on usage, satisfaction, and service performance
Lead continuous improvement based on insights, feedback, and data
Product & Experience Innovation
Identify opportunities to enhance value proposition and client engagement
Develop initiatives to increase activation, usage, and loyalty
Cross-Functional Leadership
Coordinate across Product, Client Services, Technology, Risk, and Issuers
Ensure aligned and consistent execution across stakeholders
Governance & Compliance
Ensure benefits and services meet internal standards and regulatory requirements
Lead audits, quality assurance, and risk management processes
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications
5+ years of experience in premium products, customer experience, or service design
Experience managing vendor ecosystems and delivering high-quality execution
Proven ability to lead end-to-end customer experience initiatives
Experience with affluent or premium segments preferred
Strong analytical and problem-solving skills with a data-driven mindset
Excellent communication and stakeholder management skills
Ability to balance strategic thinking with hands-on execution
Fluency in English and Spanish required
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.