Director, Customer Experience & Engagement (GBSC)

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 & Engagement (GBSC)

Overview:
The Global Business Solutions Center’s (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, The GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what’s next. Our Relationship Management function within the GBSC plays a key role in accelerating our collaborative force that delivers impactful outcomes.
The GBSC Relationship Mgmt. Team is looking for a Director, Relationship Mgmt. to drive our stakeholder engagement strategy in partnership with GBSC Management. This role includes leading a team responsible for engaging with key business stakeholders to measure the success of our solutions and influence the strategic direction of our solutions. The ideal candidate is passionate about partnership, the customer experience journey, and possesses a track record of leveraging stakeholder feedback channels to transform business models and deliver customer experience outcomes. The role partners with delivery teams in HR, Finance, Legal and other administrative solutions offered within GBSC.
Role:
In this stakeholder facing role, you will:
• Serve as key advisor to Executive Management within the GBSC, consulting on leading practices for relationship models and customer experience strategies.
• Leads stakeholder mapping, segmentation and prioritization assessing key personas engaged in our solutions (Functional and BU Heads, End-Users, Suppliers, etc.)
• Co-lead stakeholder engagement delivery strategy with our Department Heads; with a continued focus on the evolution towards proactive outreach and insights.
• Explores business demands and how they intersect with GBSC to seize opportunities for value creation by maximizing GBSC capabilities.
• Advance systematic tools and feedback mechanisms to deliver scalable solutions that measure the impact and value-creation of our solutions.
• Studies trends in data science, automation, AI, and other technologies to anticipate and support our mission of proactive engagement and insights with impact.
• Continuous optimization of staffing across our delivery model locations to forge partnerships in unison with Mastercard’s growth strategy.
• Builds cross-functional knowledge of GBSC solutions through partnership with internal colleagues, adjacent teams, and ongoing analysis of data (i.e. SLAs and KPI).
• Collaboration with enabling functions within the GBSC included Risk Management, Analytics and Automation, Data Governance, Project Management and Communications.
All About You:
The ideal candidate for this position should:
• Possess a strong track record of maintaining effective relationships with executives and a wide array of stakeholders, typically accumulated through fields like consulting, project management, strategy and transformation, auditing or advanced operations management.
• Be a stabilizing force with an advanced level of change management expertise and a passion for navigating stakeholders through transformation and evolving models.
• Have a clear vision for embracing the accelerating technology landscape of automation, AI, and data science.
• A skilled coach with a passion for developing a team and coaching stakeholders outside of direct line of responsibility.
• Go out of your way to get close to stakeholders in order to find out what their needs are and how GBSC product or service can help or be improved.
• Be a strong, confident, and exacting writer and speaker, able to communicate your vision and roadmap effectively to a wide variety of stakeholders.
Pay Range:
O'Fallon, MO: $138,000 - $230,000
Purchase, NY: $159,000 - $265,000

Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment 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, and

• Complete 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