Sr. Director - Change Management

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

Job Summary:

The Senior Director, AI Adoption & Change Management, will lead the adoption, reinforcement, incentives, and measurement agenda required for VCA to become an AI-first organization. This leader will own the adoption mechanisms, incentives, recognition, performance integration, and measurement framework needed to move VCA from AI awareness to sustained behavior change and measurable business impact.

The role will partner closely with VCA global leadership, regional leadership teams, practice leaders, HR, AI platform/product teams, workflow owners, and change champions across regions to ensure the AI transformation is adopted, reinforced, measured, and embedded into how VCA works every day. This is a senior transformation leadership role focused on building organizational muscle for AI-first behaviors: helping teams adopt new AI-enabled ways of working, reinforcing adoption across regions and practices, identifying barriers and feedback loops, and how progress will be measured and rewarded.

Key Responsibilities:

Adoption, Reinforcement & Behavior Change:

• Own the adoption strategy for AI-enabled ways of working across VCA, moving beyond communication and training into sustained behavior change.
• Design adoption mechanisms that make AI-enabled behaviors visible, expected, supported, and rewarded - including champions networks, office hours, nudges, peer coaching, demos, recognition, and adoption campaigns.
• Partner with AI product/platform leaders and workflow owners to ensure new AI agents, set plays, and standardized workflows launch with clear use cases, training, feedback loops, and reinforcement mechanisms.
• Establish feedback loops across regions and teams to identify adoption barriers, usability issues, confidence gaps, and opportunities to refine agents, workflows, and enablement materials.
• Create and scale an AI champions network across regions and practices to accelerate peer-led adoption and capture field learnings.

Incentives, Recognition & Performance Integration:

• Partner with Talent, HR, and business leadership to align incentives, OKRs, recognition, and performance signals with AI-first behaviors.
• Define what "good" AI-enabled performance looks like by role, level, and workflow, including AI fluency, judgment, output validation, reuse, quality, productivity, and business impact.
• Support integration of AI expectations into competency models, role guidelines, manager calibration, promotion criteria, and hiring/interview guides.
• Design recognition approaches that showcase high-impact use cases, practical wins, team adoption, reusable assets, and measurable improvements in delivery speed, quality, and client value.

Measurement, Governance & Continuous Improvement:

• Define adoption and change KPIs, AI platform teams, Talent, and leadership, including usage, proficiency, workflow coverage, productivity, quality, business impact, and employee sentiment.
• Build governance routines to review adoption progress, unblock friction points, monitor change risks, and adjust rollout plans based on data and feedback.
• Create executive-ready dashboards, updates, and recommendations that show progress against adoption, capability, engagement, and business impact goals.
• Ensure VCA's change management approach evolves as AI capabilities, workflows, roles, and operating model decisions mature.

Visa requires at least 3 days in office, expectations of these days will be confirmed by your Hiring Manager.

Qualifications

Basic Qualifications:

• 12 or more years of work experience with a Bachelor's Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD.

Preferred Qualifications :

• 15 or more years of experience with a Bachelor's Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• 12-18+ years of experience in change management, organizational transformation, management consulting, HR strategy, AI Transformation, workforce transformation, communications, or business transformation.
• Proven track record leading large-scale transformation programs across complex, global, matrixed organizations.
• Strong experience designing and executing change strategies that include communications, training, stakeholder engagement, leadership enablement, adoption tracking, and behavior reinforcement.
• Experience supporting digital, AI, automation, analytics, operating model, or workforce transformation programs.
• Ability to translate strategic priorities into practical change plans, adoption mechanisms, learning journeys, and leader-ready materials.
• Strong understanding of consulting delivery models, talent development, role evolution, capability building, and performance management is preferred.

Information for US Applicants

Work Hours

Varies upon the needs of the department.

Travel Requirements

This position requires travel 5-10% 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