Director, Analytics & Metrics
About The Position
Mastercard's Customer Experience and Disputes team is transforming the post-purchase journey by reducing friction, improving transparency, and enabling real-time collaboration between consumers, merchants, and issuers. This role will contribute to shaping innovative solutions that simplify transaction recognition, enhance purchase management, and streamline dispute resolution. We are seeking a strategic, analytical, and collaborative candidate to join our team as a Director of Analytics & Metrics. The role is cross-functional and will partner closely with our Sales, Account Management, Product and Strategy teams to embed data-driven decision-making in every part of the organization. Be ready to help set and monitor our business KPIs, drive data infrastructure projects to modernize our analytics capabilities, and manage a global team. This is a high-impact position with visibility across senior stakeholders and direct influence on business performance and metric tracking both internally and externally.
Requirements
- Solid experience in business analytics, consulting, or other data driven storytelling roles
- Prior people management experience
- Extensive hands-on SQL expertise as well as experience with BI tools such as Power BI, Tableau, SAS, PowerPivot, and Excel.
- Strong understanding of relational database concepts (Snowflake, HANA, Hadoop), ETL processes, cloud platforms, and the ability to define relationships between database tables
- Strong track record of working independently, solving complex problems and delivering insights with high attention to detail and accuracy.
- Exceptional communication and storytelling with data abilities, especially in senior executive presentations
- Bachelor's, Master's degree, MBA or equivalent experience with a background in data analytics, data science or related field preferred but not required
Nice To Haves
- Front-end scripting (Javascript, analytics coding) experience a plus
- Experience in the payments industry is a plus
Responsibilities
- Drive enterprise-wide tracking and data-driven decision-making through the deployment of scalable and automated reporting
- Lead quarterly and annual planning with our product and tech stakeholders to prioritize analytics needs and ensure they are properly reflected in development roadmaps
- Develop new data visualization and UI capabilities for business KPIs to support executive decision-making via dashboarding, signaling, and reports
- Manage a high-performing team of seasoned data analysts spread across time-zones and regions
- Effectively use tools to manipulate large-scale databases, synthesize data insights, provide hypotheses, and present findings
- Translate business requirements into analytical models and executive-level storytelling for internal and external conversations.
- Serve as a Team Subject Matter Expert to support quarterly business reviews, executive strategy presentations, and business-as usual metric tracking from an analytics and reporting standpoint
- Quickly understand how the Experience and Disputes offerings serve our customers' needs and how this translates into data-driven value for new and existing customers
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave)
- 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
