Customer Success Analyst

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

Customer Success Analyst

All About Us
The Client Service team is a key differentiator for Mastercard, providing the cutting-edge services that help our customers grow. Focused on thinking big and scaling fast around the globe, this agile team is responsible for end-to-end solutions for a diverse global customer base. We combine traditional management consulting with our rich data assets and in-house technology to provide our clients with powerful strategic insights and recommendations. Centered on data-driven technologies and innovation, these services include consulting, loyalty and marketing programs, test-and-learn business experimentation, and data-driven information and risk management services. While specializing in the payments industry, Mastercard Data & Services also works closely with major retailers, airlines, and other enterprises, leveraging data and insights garnered from within and beyond its network.
All About the Role
Make an Impact as a Consultant, Specialized Product Delivery (SPD), Advisors Client Services

Advisors Specialized Product Delivery is an execution-oriented client facing team that applies proven, accredited change skills and business analysis experience to partner with clients and help them drive measurable value by:
• Delivery of new and complex products/platforms and services to market smoothly and efficiently
Acts as the knowledge expert and draws on business analysis skills to determine the most effect means of delivery
• Development of delivery resources that articulate all assets and functions to be coordinated
• Strengthening client’s internal skills, knowledge and experience in critical areas

As a Consultant, Specialized Product Delivery you will be responsible for the successful delivery and implementation of a comprehensive SaaS platform analytics solution that enables the ingestion & syndication of data to drive value for our clients.
In this role, you will be working together with our Product team on executing a well-designed customer support and analytical services on data ingestion, data validation and insight generation for on-going support to our clients. You will develop a deep understanding of product features / functionality and how these can be utilized to drive value for our clients
Your Responsibilities
• Understand assigned delivery projects to ensure contractual objectives and delivery on-time goals are met
• Supports the product delivery process by developing delivery artifacts and by completing assigned tasks for the delivery process
• Supports the product delivery process by contributing to the development of delivery process maps, data ingestion, data validation and by completing assigned tasks for the delivery process
• Contributes to the delivery of solutions that address customer needs that include data ingestion, data validation, data analysis, data reporting, insight generation
• Supports Product Delivery teams, internal partners and key stakeholders in a market or region to delivery client solutions
• Researches problem requests and responds to inquiries on products and tools for internal stakeholders and customers
• Analyzes data from product delivery projects and reports on performance relative to success metrics
• Helps identify customer needs and contributes to the delivery of integrated solutions that address those needs
• Produce presentation materials, analytics and reports for customer or internal communications
• Develops and maintains strong working relationships, with partners in other business functions in Product and Technology to complete delivery and customer support tasks
• Act as a liaison between the client and product development teams and assist with prioritization of client requested platform enhancements, customization, and/or client specific features
• Researches and delivers solutions for complex problems and responds to inquiries on troubleshooting queries for customers
All About You
• Experience in delivery of strategic, enterprise and or market level initiatives across the financial services sector
• Able to evidence knowledge of business analysis to support data ingestion, data validation, service improvement, frameworks, tools and processes
• Proven experience working in the capacity of a business analyst, applying client engagement, and operating efficiencies, demonstrating value add to clients, providing and building knowledge capital and training
• Leverages deep knowledge of all the Mastercard Data & Services capabilities and how they fit together to create customized & relevant solutions for clients
• Excellent interpersonal skills, and experience of building effective internal and external relationships with proven ability to work with both business and technology stakeholder; strong writer, presenter, and speaker, comfortable and effective in meetings with various stakeholder groups.
• Exceptional analytical and quantitative problem-solving skills and ability to structure analyses to form data-driven solutions to ambiguous client challenges
• Enthusiastic and authentic individual with the ability to create a collaborative culture of teamwork, accountability, open communication, and organizational effectiveness

All About Your Education & Skills
• Bachelor’s degree or equivalent qualification
• Statistical analysis software
• SQL databases and data query languages
• Data visualisation
• Fluent local office language and English required, other languages desirable
• Financial Services industry domain knowledge – a proven understanding of key concepts, metrics, business terms and business processes appropriate to the financial services sectors
• Comfortable with client interaction and interest in building relationships
• Advanced Word, Excel, and PowerPoint skills required, knowledge of Project Management tools preferred
• Willingness to travel

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.