VP Global Enablement, Experience, & Operations

AI in this role

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

Title and Summary

Overview

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.

Role

• 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.

All About You

• 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.

Mastercard is a merit-based, inclusive, equal 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. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

Abide by Mastercard’s security policies and practices;
Ensure the confidentiality and integrity of the information being accessed;
Report any suspected information security violation or breach, and
Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: 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; and many more. Mastercard benefits for interns generally include: 56 hours of Paid Sick and Safe Time; jury duty leave; and on-site fitness facilities in some locations. THIS POSTING RELECTS ONE OR MORE CURRENT VACANCIES ON OUR TEAM, AND MASTERCARD INTENDS TO FILL THIS POSITION BY 12/31/2026.

Pay Ranges

O'Fallon, Missouri: $204,000 - $326,000 USD

How we rate this

VP Global Enablement, Experience, & Operations at Mastercard rates 36 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.