Director, Customer Experience & Engagement

at  MasterCard

Our Purpose
We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a
culture of inclusion
for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Director, Customer Experience & Engagement
Director - Regional Lead Mastercard Experience Centre
Overview
Mastercard Foundry is a global innovation group focused on the evolution of technology and consumer trends and the implication of these forces on the payments and commerce industry. Foundry is a collective of interdisciplinary teams powering Mastercard’s ability to create and deliver differentiated products, services, and experiences.
Within the Foundry, the Mastercard Experience Centres (MECs) is a program that engages with customers to demonstrate Mastercard’s solution offerings. The MECs are interactive and immersive spaces designed for our customers and partners to understand the breadth of our brand, explore innovative solutions, and unlock new growth and partnership opportunities. Our platform enables customers to explore digital commerce capabilities relevant to their evolving needs at seven global in-person locations and through remote-hosted customer sessions.

The primary remit of this role is to lead onsite management of the MEC, ensuring global consistency in the end-to-end customer experience. The candidate will be responsible for developing and presenting content across a broad range of subjects, including digital payments, emerging technology, consumer behaviors’, cyber security, data technologies, and next-gen experiences. Qualified candidates will be able to answer the following questions:

• Are you comfortable presenting with diverse groups of varying seniority?
• Are you able to manage a diverse set of stakeholders?
• Can you demonstrate strategic thinking and how that applies to business development activities?
• Do you have experience in managing and facilitating content workstreams?
• Can you facilitate design thinking workshops?

Role
Your day-to-day responsibilities will include being the principal Mastercard ambassador managing the regional MEC end-to-end visitor journey and operation, collaborating cross-functionally at a global and regional level. Daily, you’ll host a variety of stakeholders and interact across Mastercard to ensure internal and external customer satisfaction. You will partner with partners in the Foundry, regional innovation leads, product and R&D, product, communications, marketing, and account to prioritize product demos and maintain technical requirements to deliver an optimal experience to customers and stakeholders.
Your day-to-day responsibilities will include producing custom presentations to articulate Mastercard’s leadership position in payments/Fintech, inclusive growth, cybersecurity, data services, and innovation through thought leadership and content strategy.
The right person for this position will demonstrate a high level of creative problem-solving, a strong personal presence, the ability to manage change, thrive under pressure, a focus on execution, details, and organization.

Responsibilities:

• Manage the day-to-day operations of the Experience Centre, ensuring all equipment and the overall physical space is running optimally.
• Curate and host customers, policymakers, media, and special events
• Deliver presentations on emerging tech, payment, and commerce trend
• Partner with regional innovation teams to distribute thought-leadership narratives.
• Gather and measure visitor insights and capture evolving customer needs and market learnings
• Coordination with regional account & sales teams
• Take a consultative approach and host workshops with clients
• Manage experiential activations for special events
• Gain a complete understanding of all MEC features and capabilities and the potential impact on key stakeholders, including customers and partners.

All About You:

• 10+ years of experience in consultative sales, business development, and strategic communications.
• Exceptional storytelling skills and demonstrated ability to communicate complex ideas clearly and compellingly, excellent written and verbal communication skills, with a portfolio of writing experience.
• Superior relationship-building skills
• Design thinking trained and able to facilitate workshops desired.
• Able to work collaboratively
• Business and outcome-focused
• Highly organized and able to manage multiple priorities
• Self-motivated with a track record of delivering success while operating within a fast-paced, team environment

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.

The primary remit of this role is to lead onsite management of the MEC, ensuring global consistency in the end-to-end customer experience. The candidate will be responsible for developing and presenting content across a broad range of subjects, including digital payments, emerging technology, consumer behaviors’, cyber security, data technologies, and next-gen experiences. Qualified candidates will be able to answer the following questions:

• Are you comfortable presenting with diverse groups of varying seniority?
• Are you able to manage a diverse set of stakeholders?
• Can you demonstrate strategic thinking and how that applies to business development activities?
• Do you have experience in managing and facilitating content workstreams?
• Can you facilitate design thinking workshops

Responsibilities:

• Manage the day-to-day operations of the Experience Centre, ensuring all equipment and the overall physical space is running optimally.
• Curate and host customers, policymakers, media, and special events
• Deliver presentations on emerging tech, payment, and commerce trend
• Partner with regional innovation teams to distribute thought-leadership narratives.
• Gather and measure visitor insights and capture evolving customer needs and market learnings
• Coordination with regional account & sales teams
• Take a consultative approach and host workshops with clients
• Manage experiential activations for special events
• Gain a complete understanding of all MEC features and capabilities and the potential impact on key stakeholders, including customers and partners

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