Senior Analyst, Customer Performance

Mastercard • Toronto, ON

6d • CA$83,000 - CA$120,000 • Onsite

About The Position

The Senior Analyst, Customer Performance supports the delivery of a high-quality customer experience by driving operational performance, resolving customer issues, and ensuring adherence to Mastercard’s data integrity, compliance, and security standards. This role works across internal teams and external customers to monitor performance, optimize processes, and support the successful adoption and execution of Mastercard products and services. The position plays a key role in maintaining ecosystem integrity, supporting customer engagement, and enabling scalable support models as customer demand and product capabilities continue to expand.

Requirements

• Experience in customer performance, operations, support, or analytics within payments, financial services, or technology environments
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Proven ability to manage high volumes of work, prioritize effectively, and deliver in a fast-paced environment
• Demonstrated experience working cross-functionally and influencing outcomes across multiple stakeholders
• Excellent written and verbal communication skills, with the ability to communicate effectively to both technical and non-technical audiences

Nice To Haves

• Knowledge of customer support processes, performance metrics, and service delivery models is preferred
• Familiarity with compliance, data integrity, or regulatory-driven programs is a plus

Responsibilities

• Monitor and analyze customer activity, performance metrics, and support trends to identify risks, issues, and optimization opportunities
• Serve as a key point of contact for customer inquiries, escalations, and operational support, ensuring timely and effective resolution
• Partner cross-functionally with Product, Technology, Compliance, Legal, and Customer Support teams to resolve issues and improve service delivery
• Support customer onboarding, product adoption, and ongoing engagement through clear communication, training, and documentation
• Contribute to the development of reporting, dashboards, and executive insights to track KPIs and measure success
• Ensure adherence to Mastercard policies, including data integrity, security, and regulatory requirements
• Identify process improvement and automation opportunities to enhance efficiency, scalability, and customer experience
• Support strategic initiatives, including product enhancements, migrations, and compliance-driven programs

Benefits

• Competitive pay based on location, experience and other qualifications for the role
• May be eligible to participate in a discretionary annual incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed