Role Overview
As the Sr. Manager of Secret Shopping Testing, you will own and lead the strategic direction, operational execution, and continuous improvement of Visa s secret shopping and compliance testing programs. You will serve as a senior leader and decision-maker, responsible for shaping program objectives, driving vendor performance, managing high-impact cross-functional initiatives, and ensuring alignment with Visa s global compliance and customer experience goals.
You will guide a team of analysts, set analytical frameworks, and ensure insights are transformed into strategic actions. Acting as the primary liaison between leadership, internal stakeholders, and external partners, you will oversee data governance, enhance automation capabilities, and deliver intelligence that informs organizational strategy at the executive level.
Key Responsibilities
Strategic Program Vendor Oversight
- Set vision and direction for the secret shopping and testing program to align with corporate objectives.
- Build, manage, and strengthen relationships with third-party vendors, ensuring maximum data quality, compliance, and operational excellence.
- Establish vendor KPIs and performance monitoring frameworks to drive accountability and continuous improvement.
- Integrate diverse, complex data sources into cohesive, actionable intelligence for senior decision-makers.
Leadership Team Development
- Lead, inspire, and manage a team of analysts, fostering professional growth, technical expertise, and analytical rigor.
- Define and implement best-in-class practices in data governance, testing design, and reporting standards.
- Serve as the escalation point for critical issues, ensuring timely resolution and strategic alignment.
- Champion a high-performance culture grounded in collaboration, innovation, and data-driven decision-making.
Cross-Functional Executive Engagement
- Partner with senior stakeholders across Compliance, Operations, Risk, and Technology to drive program success.
- Present complex findings to executives, tailoring communication for both technical and non-technical audiences.
- Influence strategic business decisions by delivering clear, impactful recommendations backed by robust analysis.
- Act as a trusted advisor to leadership on testing methodologies, emerging risks, and process optimization.
Advanced Analytics Innovation
- Oversee advanced data analysis, applying statistical modeling, predictive analytics, and automation tools (Excel, SQL, Python/R).
- Direct development of interactive dashboards (Tableau, Power BI) to monitor KPIs, trends, and emerging risk metrics.
- Lead adoption of Generative AI and other advanced analytics to enhance efficiency and insight generation.
- Own experimental design and hypothesis testing to drive high-value business outcomes.
Education
- Bachelor s degree in Computer Science, Information Technology, Data Science, Statistics, Economics, Business Analytics, Cybersecurity, or related field.
- Master s degree or relevant certifications (PMP, Certified Analytics Professional, Tableau/Power BI Certification, Certified Fraud Examiner (CFE)) preferred.
Experience
- 7+ years in analytics, business intelligence, or program management in the payments or technology industry.
- 4+ years in leadership roles managing teams, vendors, and large-scale projects.
- Experience in mystery shopping, market research, customer experience, or compliance testing programs.
Leadership & Strategic Thinking
- Proven ability to develop and execute strategic programs with measurable impact.
- Expertise in risk identification, mitigation strategies, and predictive modeling.
- Skilled at managing cross-functional teams and multi-vendor relationships.
Communication
- Exceptional written and verbal communication skills with demonstrated ability to influence senior executives.
- Adept at translating complex analytical insights into clear, persuasive business recommendations.
Technical Skills
- Advanced proficiency in Excel, SQL, Python/R, and data visualization tools (Tableau, Power BI).
- Understanding of credit card processing systems, compliance frameworks, and customer experience analytics.
- Experience implementing Generative AI solutions for business intelligence.
Preferred / Good-to-Have
- Security certifications (CISSP, GCIH, GCIA, GCED, GCFA, CySA+).
- Familiarity with incident response, security operations, and threat analysis best practices.
What You ll Gain
- Opportunity to lead and shape Visa s global secret shopping and testing program.
- Direct influence on customer experience initiatives and compliance strategies.
- Exposure to executive leadership and participation in industry-leading data and operational practices.
- A platform to innovate and drive transformation through analytics, automation, and strategic vendor management.
