Visa Mystery Shopping Programme

Overview

I led the full design and delivery of Visa’s Mystery Shopping Programme, turning it from an initial idea into a scalable, 200-person research operation. The programme became Visa’s first commercial consumer-insight product, used by banks to understand real customer experiences across digital and in-branch journeys.

Role

Product & CX Consultant, Chillimint

Highlights

• I led the full design and delivery of Visa’s Mystery Shopping Programme, turning it from an initial idea into a scalable, 200-person research operation. The programme became Visa’s first commercial consumer-insight product, used by banks to understand real customer experiences across digital and in-branch journeys.
• I built the programme end to end: recruitment, training, operational workflows, scoring models and reporting templates. I designed the methodology to capture consistent data across card activation, transaction flows, authentication, card management and servicing.
• The programme launched as a paid Visa product and became a core part of their customer experience offering. Banks used the insights to fix friction points, improve card activation and streamline high-impact journeys.

What I Delivered

I built the programme end to end: recruitment, training, operational workflows, scoring models and reporting templates. I designed the methodology to capture consistent data across card activation, transaction flows, authentication, card management and servicing.

Impact

The programme launched as a paid Visa product and became a core part of their customer experience offering. Banks used the insights to fix friction points, improve card activation and streamline high-impact journeys.