Analyst, Customer Success
Visa
1 day ago
Full-time
Hybrid (Sydney, New South Wales, Australia)
Australia
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
Team Summary
Visa goes beyond payment processing. Our Value Added Services (VAS) team delivers data‑driven insights, digital experiences, loyalty solutions, and advanced risk and fraud tools to create secure, customer‑focused payment experiences.
Within VAS, Issuer and Merchant Solutions partners with banks, neobanks, fintech's, and merchants to deliver a suite of capabilities across Loyalty, Data, Digital, and Network products. These solutions help clients deepen customer engagement, drive usage, unlock new revenue opportunities, and improve customer experience across the full lifecycle.
The Issuer and Merchant Solutions team works closely with clients to enable, launch, and operate these products at scale, with a strong focus on execution quality, reliability, and outcomes.
Role Summary
The Analyst, Customer Success supports the technical and operational enablement of Issuer and Merchant Solutions products, including Loyalty, Data, Digital, and Network offerings.
With a Business Analyst lens, this role focuses on execution excellence - translating client and internal requirements into clear documentation, supporting program and product setup, ensuring operational workflows function smoothly, and following issues through to resolution. The Analyst plays a critical role in ensuring solutions are configured correctly, dependencies are understood, and delivery outcomes meet expectations.
Working closely with Senior Managers, Client Account Executives, and Implementation / Sales Engineers, the role provides hands‑on support across the lifecycle of issuer and merchant program and product deployments.
Key Responsibilities
Requirements & Business Analysis:
Qualifications
Basic Qualifications:
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 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
Team Summary
Visa goes beyond payment processing. Our Value Added Services (VAS) team delivers data‑driven insights, digital experiences, loyalty solutions, and advanced risk and fraud tools to create secure, customer‑focused payment experiences.
Within VAS, Issuer and Merchant Solutions partners with banks, neobanks, fintech's, and merchants to deliver a suite of capabilities across Loyalty, Data, Digital, and Network products. These solutions help clients deepen customer engagement, drive usage, unlock new revenue opportunities, and improve customer experience across the full lifecycle.
The Issuer and Merchant Solutions team works closely with clients to enable, launch, and operate these products at scale, with a strong focus on execution quality, reliability, and outcomes.
Role Summary
The Analyst, Customer Success supports the technical and operational enablement of Issuer and Merchant Solutions products, including Loyalty, Data, Digital, and Network offerings.
With a Business Analyst lens, this role focuses on execution excellence - translating client and internal requirements into clear documentation, supporting program and product setup, ensuring operational workflows function smoothly, and following issues through to resolution. The Analyst plays a critical role in ensuring solutions are configured correctly, dependencies are understood, and delivery outcomes meet expectations.
Working closely with Senior Managers, Client Account Executives, and Implementation / Sales Engineers, the role provides hands‑on support across the lifecycle of issuer and merchant program and product deployments.
Key Responsibilities
Requirements & Business Analysis:
- Elicit, document, and manage business and operational requirements for Issuer and Merchant Solutions products.
- Translate high‑level client needs into clear, structured requirements, process flows, and artefacts.
- Support prioritization and sequencing of requirements in line with delivery timelines.
- Maintain clear documentation of program configurations, mechanics, and change requests.
- Support the operational setup and ongoing management of Issuer and Merchant Solutions products.
- Assist with loyalty program mechanics, including offer creation, validation, checking, and management of offer flows.
- Support configuration and operational requirements across data, digital, and network products as required.
- Monitor program and product lifecycles, including changes, enhancements, and issue resolution.
- Support testing and validation activities prior to launches and major changes.
- Work closely with Implementation / Sales Engineers to support technical enablement and delivery.
- Track requirements, dependencies, risks, and delivery milestones.
- Support investigation and resolution of operational or technical issues, escalating where appropriate.
- Build a strong working understanding of Issuer and Merchant Solutions platforms and capabilities.
- Support billing, reconciliation, and operational reporting across Issuer and Merchant Solutions products.
- Assist with preparation, validation, and quality checking of reporting outputs.
- Ensure data inputs and outputs used for billing and reporting are accurate and complete.
- Help improve operational efficiency through better templates, trackers, and processes.
- Take ownership of assigned workstreams and tasks, driving them through to completion.
- Identify gaps, inefficiencies, and risks in delivery and propose practical improvements.
- Contribute to improving execution quality, reliability, and client experience across the portfolio.
Qualifications
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)
- 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)
- Bachelor’s degree in Business, Commerce, Information Systems, or a related field.
- 1-3 years’ experience in Business Analyst, Customer Success, Operations, or Implementation roles.
- Experience in scheme, financial services, payments, or loyalty environments is highly regarded.
- We are looking for a delivery-focused analyst with a strong Business Analyst mindset, who enjoys working in the detail and takes pride in turning requirements into working solutions.
- You bring experience from scheme environments, financial services, payments, loyalty platforms, or adjacent technology-enabled businesses, and are comfortable operating across business, technical, and operational domains. You like understanding how products and programmes work end-to-end - from requirements capture and configuration through to billing, reporting, and issue resolution - and you bring a strong ownership and outcome mindset to everything you do.
- You thrive in a fast‑paced environment, love getting things done, and are motivated by execution, clarity, and seeing work land successfully with clients.
- Strong Business Analyst fundamentals (requirements gathering, documentation, process mapping).
- Advanced Microsoft Excel skills for tracking, reconciliation, and operational reporting.
- Strong attention to detail and process discipline.
- Comfortable working with systems, workflows, and technical concepts.
- Ability to clearly document requirements, processes, and configurations.
- Strong organizational, prioritization, and follow‑through skills.
- Experience in payments, card schemes, financial services, or loyalty environments.
- Exposure to card‑linked offers, loyalty programmes, data products, or digital engagement solutions.
- Familiarity with billing, settlement, or reconciliation processes.
- Experience working alongside engineers, implementation teams, or technology delivery functions.
- Strong sense of ownership and accountability.
- Outcome-focused with a genuine “get things done” mindset.
- Comfortable working in the detail while managing multiple priorities.
- Proactive, dependable, and solutions‑oriented.
- Thrives in a fast‑paced, evolving environment.
- Takes pride in enabling teams and clients to be successful.
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.