Senior Product Specialist , Product & Platform

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Senior Product Specialist , Product & Platform

Overview:

This position is responsible for development of product, service, strategy, roadmap and GTM plan for Loyalty Solutions, benefit, offer and reward.

Role:

The Manager will be responsible for regional projects in support of global product initiatives and customer experience improvement plans
Drive the analysis of customer data and develop business solutions
Provide project management for strategic and tactical initiatives
Collaborate with Program Delivery resources and Regional Delivery Centers Responsible for maintaining and reviewing performance measurement results to drive improvements.
Support and drive the implementation of Service Models that ensure alignment of cardholder experiences with Mastercard product strategies
Assist in deployment of an integrated Engagement model philosophy across various regional touch points
Act as a Cardholder Experience subject matter advocate across the Cardholder solutions business lines and proactively drives business process improvement to fulfill cardholder expectations

Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical improvement plans
Identify educational and training opportunities as result of measurement activities
Collaborate with other Service Experience and Delivery resources on a proactive service recovery process
Provide project leadership for delivery of services
Collaborate with Regional teams to align global Cardholder Experience activities with Regional Delivery quality initiatives

Monitor measure and report on the performance of CS product line in terms of quality and customer experience. This includes product SLA definitions.
Support Account Management/Sales as well as Regional Management requests to review customization of existing Products to support a specific request.
Reviews vendor performance and ensures quality delivery of products or services. Monitors expenses against budget; assists with development of P&L for services provided by service providers
Complies with all regulatory procedures, information security requirements and contract policies, within region.
Ensures the effective development and execution of project plans that are created in collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
Drives process to ensure the appropriate review and sign-off of all project deliverables by internal and external stakeholders.
Oversee the regional post-launch mystery shopping and other evaluation techniques to measure Service Providers quality
Oversee the regional Cardholder Satisfaction survey process world-wide to ensure Service Provider adherence, conduct root cause analysis of results, and recommend strategic and tactical improvement plans
Identify educational and training opportunities as result of measurement activities
Collaborate with other Service Experience and Delivery resources on a proactive service recovery process
Provide project leadership for delivery of services
Collaborate with Regional teams to align global Cardholder Experience activities with Regional Delivery quality initiatives

Monitor measure and report on the performance of CS product line in terms of quality and customer experience. This includes product SLA definitions.
Support Account Management/Sales as well as Regional Management requests to review customization of existing Products to support a specific request.
Reviews vendor performance and ensures quality delivery of products or services. Monitors expenses against budget; assists with development of P&L for services provided by service providers
Complies with all regulatory procedures, information security requirements and contract policies, within region.
Ensures the effective development and execution of project plans that are created in collaboration with internal CS personnel, regional stakeholders, vendors and the issuers.
Drives process to ensure the appropriate review and sign-off of all project deliverables by internal and external stakeholders.

All About You:

Bachelor's degree or equivalent experience required
Extensive years experience Customer Service, Customer Experience and Brand management
Credit Card, Financial Services or Insurance industry experience preferred
Experience in design of customer service programs across multiple channels highly preferred
Bilingual preferred however. (Japanese and English)
Experience with MS Project and Excel and PowerPoint.
Six sigma training and demonstrated project management experience
Functional Skills Required:
Strong relationship and communication skills are necessary to collaborate with regional and vendor partner relationships, and product owners across MasterCard to drive results
Demonstrated general management skills and experience including vendor management, technology development, and customer service management
Ability to work on projects and recommendations that are global in scale and while supporting local needs
Reengineering experience is desirable given the need to continually improve the programs' economics and quality
A passion for the customers with demonstrated experience with Voice of customer, benchmarking and analysis
Excellent analytical skills are essential to analyze Cardholder Experience research data to formulate improvement recommendations
Analyzes problems & develops recommended solutions
Effective collaboration and cross functional partnering
Project Management

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 reasonable.accommodation@mastercard.com 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.


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