Job Description And Responsibilities

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Position Overview:
We're looking for a proactive and strategic Channel Strategy Analyst to join our Visa Client Care Operations team. You'll develop and optimize channel strategies, ensuring they align with our clients' needs.

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Key Responsibilities:

• Technical Skills:
  • Use analytical and data tools such as Excel, SQL, Python, and Jupiter Notebooks to collect, clean, analyze, and visualize data.
  • Leverage modern BI tools (e.g., Tableau, Power BI) to create clear dashboards and insights for stakeholders.
  • Utilize platforms such as Genesis Cloud and Microsoft Dynamics (CRM) to extract operational data, analyze customer interaction patterns, and identify opportunities for workflow improvements and automation.
  • Work with cloud data platforms such as Snowflake or Big Query to query, manage, and integrate large datasets.
  • Apply AI strategy and architecture knowledge to design solutions using LLMs, agent frameworks, and modern automation.
  • Build and troubleshoot intelligent agents and technical systems that translate business needs into scalable solutions.
  • Work effectively with structured/unstructured data to interpret trends and support decision-making.
• Analytical Thinking:
  • Spot patterns and trends in data to provide actionable insights.
  • Use critical thinking and problem-solving to draw meaningful conclusions.
  • Turn complex data into clear, actionable recommendations.
  • Technical Problem-Solving – Evaluate technical options and identify the most effective solutions.
  • Process Optimization – Analyze operational workflows to uncover improvement opportunities
  • Process Optimization – Assess workflows, identify inefficiencies, and design innovative, AI‑driven improvements.
  • Project Management – Plan, manage, and execute initiatives from discovery through delivery.
• Communication Skills:
  • Present findings clearly through reports, presentations, and other channels.
  • Explain complex analyses effectively to both technical and non-technical stakeholders.
  • Executive Communication – Communicate complex concepts clearly and persuasively to senior leaders.
  • Clear Documentation & Presentation – Produce structured reports, recommendations, and technical summaries for various audiences.
  • Change Management – Guide teams through the adoption of new technologies with clear training and rollout plans.
• Business Acumen:
  • Understand business operations and key performance indicators (KPIs) relevant to Visa Client Care.
  • Align data analysis with business objectives and strategic goals.
  • Business Acumen – Understand strategic, financial, and competitive considerations to ensure solutions deliver measurable value.
  • AI Strategy & Architecture – Apply knowledge of AI trends to align solutions with organizational goals.
• Collaboration:
  • Work effectively within a team to gather requirements, analyze data, and deliver results.
  • Collaborate with different departments to understand business needs and provide insights.
  • Stakeholder Management – Align cross-functional teams and manage expectations effectively.
  • Collaboration & Facilitation – Lead workshops, gather input, and drive consensus across diverse groups.
  • Change Management – Engage teams collaboratively during technology adoption.
• Benefits Reporting:
  • Work with business partners to establish baselines for calculating Actual vs. Forecasted Benefits.
  • Ensure the adoption of transformation initiatives to meet forecasted benefits, working closely with business teams.
  • Be accountable for reporting realized benefits or gaps compared to forecasted outcomes.
  • Process Optimization – Identify and articulate workflow improvements and efficiency gains.
  • Project Management – Track and report progress, outcomes, and value delivered from initiatives.
  • Data Literacy – Use data insights to measure, document, and communicate solution impact.

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Additional Expectations:

• Proactively identify AI-driven opportunities by analyzing workflows, spotting inefficiencies, and proposing intelligent agent or automation solutions that improve team productivity and customer outcomes.
• Leverage tools such as Genesys Cloud and Microsoft Dynamics to analyze customer interactions, optimize workflows, and inform process improvements.
• Maintain strong cross-functional relationships, partnering closely with operations, product, engineering, and leadership to ensure insights and solutions are aligned, understood, and supported.
• Deliver clear, executive-ready communication, translating complex analytical findings, AI solution impacts, and benefit metrics into concise narratives for senior leaders.
• Stay current on emerging AI tools, LLM capabilities, automation frameworks, and analytics best practices, applying new knowledge to enhance solution design and operational decision-making.
• Demonstrate ownership of end-to-end analysis, from data exploration and requirements gathering to presenting insights and validating solution outcomes.
• Balance independent problem-solving with collaborative execution, ensuring projects move forward efficiently while incorporating feedback from key stakeholders.
• Ensure analytical rigor and accuracy, validating assumptions, verifying data quality, and documenting methodologies to support transparency and repeatability.
• Act as a champion for innovation, encouraging data-driven thinking, experimentation, and adoption of modern AI-enabled approaches across the organization.

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This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.

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Qualifications

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Basic Qualifications:

• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)

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Preferred Qualifications:

• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• 2+ years of work experience with a Bachelor's or Bachelor’s degree in Business, Data Science, Computer Science, Statistics, Engineering, or a related field
• Proficiency in analytics tools: SQL, Excel, Python or R, dashboarding tools (Tableau, Power BI), and standard MS Office tools (PowerPoint, Word, Excel, Visio, SharePoint, Teams).
• Understanding of AI/LLM concepts, intelligent agent frameworks, and automation technologies, with the ability to apply them to business workflows.
• Strong analytical, problem solving, and critical thinking skills, capable of turning complex data into actionable insights.
• Excellent communication and presentation skills, with experience presenting to leaders, executives, and cross-functional audiences.
• Ability to manage multiple priorities, work independently, and coordinate efforts across diverse teams.
• Motivated self-starter who thrives in dynamic environments, demonstrates agility, and adapts quickly to changing needs.
• Strong organizational and time management abilities for handling multiple initiatives and complex situations simultaneously.
• 3+ years of experience in analytics, operations, strategy, process improvement, or a similar role.
• Experience with Genesys Cloud and Microsoft Dynamics (CRM) platforms to support analysis, workflow optimization, and customer interaction insights.
• Experience working with Microsoft Power Apps for custom business applications.
• Knowledge of CRM platforms, Genesys, and broader Payments/Financial Services industry practices.
• Moderate experience in Business Process Re engineering, Lean DMAIC, Lean Automation, or continuous improvement methodologies.
• Background in Customer Care Operations or Contact Center environments, especially related to channel strategy and client care.
• Demonstrated ability to drive innovation, introduce new technologies, and improve operational workflows.

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