Our Purpose

　　We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team - one that makes better decisions, drives innovation and delivers better business results.

　　Title and Summary

　　Director, Customer Experience & Engagement

　　Leader, Global Customer Care - Customer Intelligence & Advocacy

　　[Overview]

　　This Leader level position will be part of the Global Customer Care (GCC) organization which is responsible for providing a high level of support and performance to our traditional financial institutions, cardholders, and other key stakeholder groups, such as merchants.

　　Specifically, the position will be responsible for defining and leading key Customer Experience efforts for Global Customer Care and will report to the Customer Intelligence team lead. This role will leverage analytics and insights to identify Customer Experience opportunities, formulate action plans, and lead cross functional teams to execute on improving Customer Experience. In addition, this role will assist in the solidifying the organization's Customer Experience Management and Customer Relationship Management strategies and play a key part in the implementation of MasterCard's Survey Governance initiative.

　　• Are you passionate about Customer Experience?

　　• Are you able to quickly identify process improvements?

　　• Do you enjoy leading cross-functional teams?

　　[Role]

　　• Define Engagement model for Customer Experience (CX) improvement initiatives

　　• Determine key success factors for measuring benefits of each CX project

　　• Use GCC performance metrics, customer journey mapping, and Voice of Customer feedback to determine opportunities for improving our customers' experience.

　　• Provide measurable input into new products, processes, standards or plans in support of the business.

　　• Develop a working knowledge of MasterCard products and customer touch points.

　　• Provide leadership and oversight on various projects of a complex nature. Responsible for planning, developing, and executing schedules to ensure timely completion of project deadlines and milestones.

　　• Effectively lead the project teams to align with the business objectives, project schedule, and project budget. Identify and monitor project risks.

　　• Ensure methodology and governance compliance and manage resolutions, reporting to management when necessary.

　　• Regularly communicates to senior management regarding the status of specific project deliverables.

　　• Effectively deal with difficult situations. Help develop solutions to complex problems.

　　[All About You]

　　• Self-motivated and capable of working independently to deliver results

　　• Strong leadership skills with proven ability to execute without direct authority

　　• Ability to work cross functionally; Lead projects

　　• Ability to perform successfully in a fast paced, rapidly changing environment and manage multiple priorities and assignments concurrently

　　• Excellent oral and written communication skills

　　• Ability to understand complex customer experiences / customer journeys and simplify them for use to provide transparency to colleagues

　　• Strong problem solving and project management skills

　　• Proven ability to build and maintain strong, productive working relationships with internal stakeholders and external customers

　　• Professionalism in representing the company externally

　　Preferred Qualifications - The following preferred qualifications are not required.

　　• Experience in a Customer facing role a plus

　　• Product / Product Development experience a plus

　　• Foundational understanding of payments industry

　　• Prior product management/development experience in the global payment industry; experience in product management (PME) from ideation through launch

　　• PMP certification

　　In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

　　Corporate Security Responsibility

　　All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

　　Abide by Mastercard's security policies and practices;Ensure the confidentiality and integrity of the information being accessed;Report any suspected information security violation or breach, andComplete all periodic mandatory security trainings in accordance with Mastercard's guidelines.

　　In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.

　　Pay Ranges

　　O'Fallon, Missouri: $138,000 - $230,000 USD