Senior Vice President, Customer Intelligence and Experience

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 Vice President, Customer Intelligence and Experience

Overview:

The SVP Customer Intelligence and Experience will join MasterCard at a pivotal, evolutional time and will be instrumental in helping implementing and driving a customer experience culture. This is both a strategic and hands-on position requiring intensive experience in interpreting customer insights, process analysis, business analysis, process mapping and process improvement execution. This role is responsible for advocating for the customer experience within MasterCard, and serve as a business and competitive landscape expert. Leader will also be responsible for coordination across all lines of business within MasterCard to maintain a holistic approach for Voice of Customer/Customer Experience initiatives. Must have a relentless focus on innovative strategic thinking and manage a team to generate customer insights and provide actionable recommendations for various business verticals with a focus on the customer. Leader will help drive an "outside-in" mentality and leverage insights to establish key areas of focus for improved customer experience; drive focus, prioritization, execution and accountability for fixing the largest/most impactful customer experience gaps.

Role:
•Act as a change agent, embedding customer experience and insights into the organization
•Works to establish baseline customer experiences and moments of truth; works cross-functionally to align and mobilize stakeholders around one view of the customer experience.
•Works cross-functionally with business partners to affect change via people, policy and/or system changes with the end-customer in mind.
•Along with the EVP for Customer Care is a key stakeholder for Customer Experience; leverages data to identify key opportunities for improving the customer experience and build customer loyalty.
•Drives end-to-end implementation of change.
•Build, develop and coach team to build capability to create and implement Customer Intelligence insights across business and customer units.
•Aligns key touch points with KPI measurements, for both traditional and new business models.
•Identifies customer pain points and leveraging tools to drive short-term solutions and long-term roadmaps
•Process improvement/change management experience: concrete examples of having identified problems and opportunities from a customer standpoint and proven results implementing solutions
All About You

•4 year college degree required. Advanced degree preferred
•Experience with management consulting (Strategy & operations), consumer modeling & analytics, statistical analysis. As a plus, marketing research, and/or advanced financial analysis (Hospitality and High Touch industry research analysis)
•Strong experience leading global teams
•Strong business acumen and project management expertise with a successful track record of implementing customer experience and insights to drive and exceed business goals
•Exceptional leadership. Influencing, and communications skills with ability to diplomatically interact with all levels
•Proven ability to drive innovative business solutions by instituting revolutionary strategic business solutions
•Extensive background in utilizing data visualization and analytic tools to drive business solutions
•Omni channel experience a plus
•Strong ability to communicate effectively at all levels
•Demonstrated experience implementing change in a multi-channel B2B, B2B2C, B2C business
•Hospitality, Travel or High-Touch Customer industry verticals
•Passionate customer advocate with an innate desire to build great experiences and drive an "outside-in" mentality.
•Developed and led improvement programs over multi-year period
•Ability to work across functions in the organization to educate on the role each plays in the customer experience and inspiring them to collective action
•Ability to negotiate, influence and build credibility with internal organizations
•Excellent facilitator with ability to align different functions toward a common goal
•Confident and comfortable when working with executives, senior level management, external partners and external customers.

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.​


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