MasterCard Senior Analyst, Customer Intelligence (VoC) in O'Fallon, Missouri
Who is Mastercard?
We are the global technology company behind the worlds 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.
Senior Analyst, Customer Intelligence (VoC)
This analyst level position will be part of the Global Customer Care (GCC) organization which is responsible for providing a high level of support and performance to our traditional financial institutions, cardholders, and other key stakeholder groups, such as merchants.
Specifically, the position will be responsible for supporting Mastercards Voice of Customer (VoC) Center of Excellence (CoE) initiative managed by the GCC Customer Intelligence team. The VoC CoE is a global initiative designed to centralize, standardize and analyze Voice of Customer feedback from all customer touchpoints.
As part of the team, you will work to leverage analytics and insights to identify Customer Experience opportunities, formulate action plans, and support cross functional teams to execute on improving Customer Experience (CX). This role will assist in the solidifying the organizations Customer Experience Management strategy and play a key part in the expansion of the VoC CoE initiative. In addition, this position will be responsible for supporting foundational elements of the VoC program as well as establishing new VoC touchpoints across the company.
Are you passionate about Customer Experience?
Are you able to quickly identify process improvements?
Do you enjoy working with cross-functional teams?
Develop a working knowledge of customer touch points and Mastercard products.
Build subject matter expertise on survey design principles and feedback collection using enterprise survey platform Qualtrics.
Understand and use VoC performance metrics, customer journey mapping, and Voice of Customer feedback to determine opportunities for improving our customers experience.
Act as VoC lead for multiple Customer Touchpoints which includes managing day to day operations, preparing and presenting quarterly updates to VoC Liaisons and regional leadership, and annual survey reviews.
Assist in the planning and preparation for annual VoC Summit meeting.
Provide measurable input into new processes, standards or plans in support of improving CX.
Support fundamental aspects of VoC CoE by resolving internal customer inquiries, managing ad hoc survey request and overseeing operation of Qualtrics enterprise platform.
Ensure policy compliance and manage resolutions, reporting to management when necessary.
All About You
Self-motivated and capable of working independently to deliver results
Ability to work cross functionally; See the larger picture
Ability to perform successfully in a fast paced, rapidly changing environment and manage multiple priorities and assignments concurrently
Strong oral and written communication skills
Ability to understand customer experiences / customer journeys and simply them for use to provide transparency to colleagues
General understanding of CX metrics and analysis.
Strong problem solving and project management skills
Ability to build and maintain strong, productive working relationships with internal stakeholders and external customers
Professionalism in representing the company externally
Bachelors degree or equivalent combination of experience and formal education
Preferred Qualifications - The following preferred qualifications are not required.
Experience in a Customer facing role a plus
Foundational understanding of payments industry
Project management experience / PMP certification
Product / Product Development experience or interest a plus
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.
Requisition ID: R-64675