Visa · 2 days ago
Sr Manager, Global Client Insights
San Francisco, CA
Full-time
Hybrid
Senior Level
$154K/yr - $223K/yr
7+ years expVisa is a world leader in payments and technology, aiming to connect the world through innovative and secure payment solutions. The Sr Manager, Global Client Insights will oversee the client insights program, manage the annual client engagement survey, and collaborate with various teams to enhance the client experience through actionable insights and effective use of the CEM platform.
BankingFinanceFinancial ServicesInformation TechnologyMobile PaymentsPayments
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 and closed-loop feedback programs to better measure overall client experience
Integrate the 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
Qualification
Required
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 years of work experience with a PhD
Preferred
7+ years of experience working in market research, experience in managing CX or VOC program is strongly preferred
Strong program management: gathering requirements, identifying milestones, project risks and other project management fundamentals
Exceptional data analysis capabilities: Proven ability to use analytics tools like Power BI, tableau, think cell etc
Experience analyzing qualitative and quantitative data identify trends and develop improvement opportunities
Excellent written and verbal communication skills; Ability to communicate effectively with different levels within the organization as well as collaborate with cross-functional business partners and technical teams
Experience using different CRM tool and CEM platforms (such as Medallia and Qualtrics) is preferred
Proven ability to navigate a globally matrixed environment, with evidence of ability to influence outcomes across functions and levels of the organization
Process oriented, with a high attention to detail and quality on both internal team work and external products brought to market
Benefits
Medical
Dental
Vision
401 (k)
FSA/HSA
Life Insurance
Paid Time Off
Wellness Program
Company
Visa
Visa is a multinational financial services company that facilitates electronic payment systems throughout the world.
10001+ employees
H1B Sponsorship
Visa has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (459)
2024 (424)
2023 (416)
2022 (515)
2021 (351)
2020 (407)
Funding
Current Stage
Public CompanyTotal Funding
unknownKey Investors
TNB Financial Services
2016-09-10Post Ipo Equity
2008-03-19IPO
Leadership Team
Ryan McInerney
Chief Executive Officer
Chris Suh
EVP & Chief Financial Officer
Recent News
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2026-01-14
Company data provided by crunchbase