Who you are

• The ideal candidate is passionate about the customer experience, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset
• 5+ years of market analysis, business analysis, data insights/analytics and strategy experience
• Proven experience working with customer facing roles, building and managing strong relationships
• Product Management/Technology/Data experience with an ability to interpret market changes on usage
• Preferred experience in Payments, Disputes, Fraud, and Chargeback products
• Experience in creating data inisghts into stories
• Expert in creating executive presentations, excel pivots, etc. Experience with dashboard tools such as tableau, domo, etc a plus
• Able to build relationships and delivering results with global, multi-cultural and remote project teams
• Strong communication skills, able to articulate and where necessary simplify details. Comfortable presenting to all levels and maintaining good documentation for executive oversight
• Strong ability to self-start and lead

What the job involves

• The Services team and solutions fuel growth for partners globally by providing cutting edge services in the areas of Customer Acquisition and Engagement, Security Solutions, Business and Market Insights, and Open Banking
• Focused on thinking big and scaling fast, our team is responsible to deliver end-to-end solutions for a diverse global customer base including banks, retailers, airlines, hotels, tourism agencies, public sector entities, restaurants, consumer goods and telecom companies
• The Disputes Lifecycle Global Product team within Security Solutions Organization is looking for a Senior Analyst of Product & Customer Operations to drive our Disputes product strategy forward by consistently innovating and problem-solving
• This role is a combination business analysis, data analytics, and strategy, and will play a critical role in supporting customer retention and growth strategy by looking across customer’s data, market trends, core payment trends, and behavior changes to then make data-led recommendations for product enhancements
• Build relationships across Product, Regions, Customer, and other Mastercard cross functional teams supporting Customers, such as Account Management, Customer Services, etc
• Define product usage metrics for the customer and derive insights by incorporating customer/consumer/market trends
• Define data-driven recommendations to drive customer satisfaction and revenue growth
• Engage with customer, account management, and internal/external stakeholder to implement recommendations
• Define customer usage metrics and work with Product teams to drive enhancements
• Assess market/customer opportunities incorporating accurate representations of future revenues
• Measure and monitor product performance and raise risks
• Support executive updates, customer updates, and keep stakeholders abreast of progress as well as raise risks

Benefits

• Gym membership
• Pension plan
• Share purchase options
• Extra holiday purchase optional
• 25 days holiday (excl. bank holidays)
• Work from home opportunities
• Health insurance