Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title and Summary
Director, Customer Experience & Operations Transformation, EMEA Job Description SummaryWho is Mastercard?
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. 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.
Overview
The Director of Customer Experience & Operations Transformation for EMEA will support the newly established Customer Insights and Transformation team within Technology & Global Customer Delivery & Care (GCDC). This position is an essential part of the EMEA's Technology team and aims to strengthen Mastercard's status as a preferred technology partner by promoting operational excellence, elevating the Customer Experience and driving technology innovation.
The Role
Responsibilities include:
Oversee large or broad scope incidents impacting multiple customers and facilitate stakeholder engagement, ensuring clear communication and prompt resolution to mitigate customer impact.
Establish and maintain strong relationships with both the GCDC and Global Technology teams to achieve optimal outcomes for the region, effectively managing escalations and resolving any disconnects with customers.
Use data and strategic insights to understand regional customer health across the lifecycle, and identify trends and areas for improvement.
Analyze product health and performance trends by region, division, and customer, and collaborate with stakeholders to address any gaps or issues that could affect customer satisfaction.
Consistently innovate and challenge established practices for driving excellent customer outcomes. Recommend process improvement solutions to enhance our ability to effectively address customer and operational health issues within the region.
Execute strategic technology initiatives that elevate Mastercard's position in the region, while ensuring alignment with broader global goals.
About you:
Joining this team requires curiosity, a proactive attitude, and a focus on transformation. Members are expected to drive change and look for ways to improve processes and achieve optimal results.
The environment is fast-paced and dynamic, where strategic thinking and agility are important for implementing effective changes. This team is considered high-performing and attracts talent from across the company.
Your ability to work effectively across the teams, inspire collaboration, leverage data-driven insights, and develop scalable solutions will not only drive success in the region and in your career but also elevate Mastercard's position as a global leader in the digital economy.
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, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
