Sr. Instructional Designer/Learning Experience Designer - Client Care

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Visa University (VU) is Visa's world-class learning and development organization. At VU, we seek to ignite curiosity, fuel learning, and propel growth for everyone, everywhere, every day. This Sr. Instructional Designer / Learning Experience Designer will have the dynamic opportunity to join VU's large global footprint, collaborate with professionals across the organization, partner directly with subject matter experts (SMEs), and develop modern learning solutions that drive business impact and performance.

The ideal candidate will have demonstrated excellence in human-centered design, navigating complex and matrixed organizations, stakeholder management, and a growth mindset for ongoing professional development.

Responsibilities

• Partner with the Client Services learning team of Visa University to ensure alignment with key priorities and roadmaps Work with SMEs across Visa to understand learning needs and build effective and efficient learning solutions leveraging the latest in adult learning principles, design thinking and accessibility

• Design and develop innovative and scalable global learning solutions in a variety of formats, using modern learning technologies and methods to meet business objectives and drive impact

• Lead user acceptance testing, quality control checks, conduct focus groups and interviews, analyze feedback, and implement prioritized changes

• Engage with vendors to scale and augment team capacity, including managing project deliverables, delegating tasks, and acting as a conduit between SMEs and the vendor

• Partner with project management, delivery, business enablement teams, and other project members to ensure learning solutions are implemented seamlessly, on time, and within budget

• Work with a community of learning experience designers sharing best practices and expertise in learning capabilities, modalities, and tools, as well as following learning design standards, templates and guidelines established by VU

• Manage multiple projects in a fast-paced environment while ensuring delivery of best-in-class experiences

• Stay on top of developments in the industry and identify new and innovative learning technologies and approaches to take our products and experiences to the next level

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.

Basic Qualifications

• 5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications

• 6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
• Ability to conduct a comprehensive training analysis
• Team player with the ability to collaborate with peers, share ideas, and openness to a diverse range of thinking and working
• Experience in using human-centered design principles and instructional design methodologies (e.g., ADDIE, Agile, Design Thinking) to create impactful and measurable learning solutions
• Mastery with a variety of common authoring tools (e.g., Storyline, Rise, Synthesia, Camtasia) and experience designing and developing learning solutions in a variety of modern channels leveraging Gen AI (e.g., videos, micro, social/collaborative, mobile, experiential, adaptive, game-based, on-the-job, at the time of need, personalized performance support)
• Demonstrated passion for developing holistic learning experiences with a true appreciation for audience needs, thoughtful design, rapid development, attention to details, and a keen focus on the user experience with alignment to broader business strategies
• Ability to adapt to change quickly, with enthusiasm and resourcefulness, when tackling unfamiliar tasks, requests, and large transformations
• Intellectually curious with a growth mindset, including comfortable giving, receiving, and implementing feedback
• Demonstration of strong written and oral communication skills
• Prioritizes effectively, manages scope creep, and knows when to escalate
• Ability to consult with stakeholders within VU and broader Visa
• Self-motivated, able to work independently and in cross-functional agile teams, while delivering critical milestones
• Specific experience designing and developing technical processes, tools and customer-centric skills knowledge and/or product management training for a large global audience, including product knowledge for sales
• Experience designing and developing for technical audiences
• Confidence consulting with business stakeholders on performance outcomes
• Design thinking and related principles familiarity (e.g., iterative, human-centered, iterative, empathy-driven)
• Exposure to just-in-time, collaborative and adaptive learning platforms (e.g., Nomadic, Intrepid or Toonimo)
• Experience working in a global corporate organization supporting Client Services/Client Care functions
• Payments industry knowledge and experience
• Ability to translate content into a visual, multimedia experience by leveraging graphics, animation, and audio/video
• Understanding of change management

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

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.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 119,100.00 to 172,600.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.