VP Global Enablement, Experience, & Operations
About The Position
The Cardholder Services CoE is responsible for global oversight and end-to-end management of Mastercard’s cardholder (consumer) benefits. The CoE is pivotal in driving the dual mandate of enhancing Mastercard’s consumer product value proposition through differentiating embedded benefits and accelerating revenue growth through optional benefits. As a member of the Global Cardholder Services CoE leadership team, this newly created role VP, Enablement, Experience & Operations reporting to the SVP of Cardholder Services CoE will be accountable for the overarching strategy and roadmap for the Global Benefits Platform enablement and development. Alongside this, building and leading a global scalable model through product implementation, integration, onboarding, configuration, launch readiness, operations, cardholder (consumer) experience innovation, quality and performance are critical to establish and drive maturity across the end-to-end ecosystem including partners, customers and consumers. The successful candidate will work closely with the extended CHS leadership team, Consumer Core Product teams and extended internal and external stakeholders to develop a prioritized roadmap and plan to deliver performance and experience outcomes. With deep transformational capability and proven leadership experience in delivering scalable B2B2C and B2C operational go-to-market models, this leadership role will be responsible for delivering world-class scalable capability and experience innovation that will enable successful delivery, influence ongoing cardholder (consumer) adoption, usage and timely revenue delivery. This role will partner with key stakeholders across Cardholder Services, both CoE and Strategic Benefits globally, regionally and in market, the extended Consumer Product (Debit & Credit) teams, Technology & Engineering, Global Delivery and Customer Care, Sales, Partners, Customers and Cardholders (Consumers) will be critical for success. This role is well suited to someone with a passion for the Cardholder (Consumer), have proven delivery of experience led innovation delivering meaningful and effortless experiences, extensive experience in product management, be self-motivated and have strong leadership, communication and stakeholder management skills, critical for success in this role.
Requirements
- Highly developed transformation and change leadership capability.
- Outstanding high-performance people leader with the ability to attract talent to future proof.
- Proven skills in developing and delivering Consumer led experience innovation and solutions enabling growth and retention of revenues.
- Strong collaborator and cross functional champion of Cardholder Solutions.
- Experience in partner management
- Strong executive communication skills with ability to concisely present ideas and adapt communication for diverse stakeholders across the Mastercard.
- Digitization transformational experience, with the ability to work closely with Technology and Engineering to deliver customer/consumer innovation through technology solutions that enable the full ecosystem.
- Ability to build lead and prioritize based on impact and alignment to Cardholder Services
- Effective external partner management, negotiation and high-performance management skills.
- Strong Commercial Management Capability. Manage Budgets effectively; create compelling business cases for new investments
- 10+ years’ experience in transformation of customer/consumer experience led innovation including digital transformation and or equivalent degree/qualifications.
Responsibilities
- Responsible for the Cardholder Services CoE Global enablement, experience and operations transformation strategy and plan. Building a world class operating model and rhythm while transforming with agility, efficiency and global scalability.
- Operate with agility to build and deliver a global prioritized roadmap to enhance capabilities delivering both short- and long-term innovations; always ensuring that the Global Benefits Platform enables both the B2B2C and B2C ecosystems to deliver our customers and cardholder (consumer) value propositions seamlessly and effortlessly with the cardholder (consumer) experience at the heart. This includes working closely with key cross functional stakeholders and regions to ensure that market, customer and cardholder (consumer) readiness is enabled.
- Develop, build and deliver a Cardholder (Consumer) experience strategy and plan (includes Servicing strategy and plan); mapping customer, consumer and partner journeys into one ecosystem, overlaying key performance and customer experience metrics to measure the end-to-end consumer experience across the lifecycle of the consumer and across the full ecosystem (including all partner engagements and hand offs).
- Review, build and deploy a global ‘best in class’ Implementations and operations framework and model to effectively develop a scalable approach to B2B2C and B2C implementation and operational performance management including associated SLAs across the mix of channels and/partners within the ecosystem.
- Develop and deliver a customer/cardholder (consumer) experience led transformational plan prioritized to drive a cross-functional continuum of cardholder (consumer) experience and business improvement.
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 5 personal days
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Executive
