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
Senior Analytics Specialist, Customer Success
Overview
Services within Mastercard is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. We provide value-added services and leverage expertise, data-driven insights, and execution.
Delivering with excellence for our customers is of the utmost priority, and we are expanding our Services Customer Success team to achieve this goal. This team plays a crucial role in ensuring our customers achieve their desired outcomes while maximizing the value of our products and services. Customer Success (CS) boosts Customer Lifetime Value, increases renewals and adoption, reduces support tickets, improves product feedback, builds advocacy for B2B marketing, and generates qualified sales leads.
This team will work collaboratively with cross-functional partners to address customer needs, develop tailored strategies that enhance customer satisfaction and retention, and build customer advocacy. Key outcomes of the CS team’s work will be qualified leads for value expansion and feedback for product and process improvements. By focusing on proactive engagement and personalized service, the Services Customer Success team fosters long-term relationships and contributes to the overall growth and safety of the Mastercard ecosystem.
Roles and Responsibilities
As a Senior Specialist Analytics, Customer Success for Services, you will support the Customer Success Function with analytical and technical subject matter expertise in the development and delivery of strategic priorities within the region. The candidate will work closely with cross-functional teams to support the full value proposition of Mastercard Network Products on behalf of the customer.
The two main areas of primary responsibility include: 1) customer impact and 2) team, collaboration & culture
Customer Impact
• Provide operational support to the Customer Success Managers in the analysis of data from the different solutions in scope, and the generation of recommendations/insights to optimize the use and performance of the MC services
• Develop analytics strategies and programs for large, regional, and global clients by leveraging data and technology solutions to unlock client value
• Define and improve processes to collect, measure and handle consumer data (e.g. campaigns, consent management, communication) in accordance with German data protection requirements for our clients
• Develop strategies and programs for regional and global clients by leveraging Mastercard’s data science tools
• Provide analytical and technical subject matter expertise and drive client success
Team Collaboration & Culture
• Build internal alignment routines and methodologies in the identification of best practices with the rest of the role's peers (other Customer Success Analytics Sr. Specialists)
• Provide analytical and day-to-day project delivery team leadership, and create a collaborative and inclusive environment for all levels
• Provide on-the-job training, coaching, and mentorship to junior analysts
All About You:
Basic qualifications:
• Master’s degree with relevant specialization such as advanced analytics, big data, or mathematical discipline
• Experience coaching and managing teams across multiple projects
• Knowledge of business KPIs, financials and organizational leadership
• Analytical, interpretive, and problem-solving skills, including the proven ability to analyze large amounts of data and synthesize key findings and recommendations
• Data and analytics experience such as working with data analytics software (e.g., Python, R, SQL, SAS), building, managing, and maintaining database structures, working with data visualization tools (e.g., Tableau, Power BI)
• Advanced Word, Excel, and PowerPoint skills
• Ability to manage multiple tasks and clients in a fast-paced, deadline-driven environment
• Ability to communicate effectively in English and the local office language (if applicable)
• Eligibility to work in the country where you are applying, as well as apply for travel visas as required by travel needs
Preferred qualifications:
• Additional data and analytics experience in Hadoop framework and coding using Impala, Hive, or PySpark
• Experience generating new knowledge or creating innovative solutions for a firm
• Relevant industry expertise
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.