Manager, Customer Experience and Processes - Regional Banks, North America

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

Manager, Customer Experience and Processes - Regional Banks, North America

Overview
• The Core Consumer Credit North America Markets (NAM) Group focuses on company-wide efforts in driving overall transaction volume and profitable revenue growth for Mastercard's Consumer Credit portfolios in the region. This group actively collaborates with internal teams across Mastercard, and external parties including customers (the Issuers), merchants, and new strategic alliance partners to build innovative global product solutions targeted to capturing current and future card spending volume.

Role
• Customer Experience and Processes Manager will have accountability for developing new and re-engineering existing processes for our products, capabilities and solutions to ensure usage and exemplary consumer experience thereby building preference for Mastercard credit products within the regional banks.

• The individual will also be responsible for managing the product life cycle of the existing Credit programs and for supporting Product Sales and Account Managers with presentations and analytical outcomes driving improvement in GDV and customer experience of the existing and new product suites.

• Develop a 'Life Cycle Management' approach to constantly enhance/ modify/ upgrade products & benefits in line with market/ issuer/ segment needs to ensure maximum profitability to Mastercard through usage and retention.

• The individual will also be responsible for designing and driving the end-end product cost and revenue benchmarks of the existing Credit programs and for supporting Product, Architect and Account Managers with analytical outcomes and plans to reduce costs and improve revenue at a product and issuer level.

• Identify and implement improvements in our current processes behind all products as well as own the customer experience of the products.

All About You
• Demonstrate multi-disciplinary knowledge, i.e. marketing, operations, acquiring and emerging technologies.
• Proven ability to influence and motivate others to achieve objectives
• Understanding of competitive offerings and industry trends
• Ability to oversee multiple projects and initiatives concurrently
• Data mining and analytics skills
• Proven experience working collaboratively in a cross-functional role
• Team player with the ability to clearly articulate
• Outstanding communication/presentation skills
• High energy capable of influencing others

Equal Opportunity Employer

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