Director – Customer Experience & Engagement – Gbsc

Director – Customer Experience & Engagement – Gbsc

Requirements

• Possess a strong track record of maintaining effective relationships with executives and a wide array of stakeholders, typically accumulated through fields like consulting, project management, strategy and transformation, auditing or advanced operations management.
• Be a stabilizing force with an advanced level of change management expertise and a passion for navigating stakeholders through transformation and evolving models.
• Have a clear vision for embracing the accelerating technology landscape of automation, AI, and data science.
• A skilled coach with a passion for developing a team and coaching stakeholders outside of direct line of responsibility.
• Go out of your way to get close to stakeholders in order to find out what their needs are and how GBSC product or service can help or be improved.
• Be a strong, confident, and exacting writer and speaker, able to communicate your vision and roadmap effectively to a wide variety of stakeholders.

Responsibilities

• Serve as key advisor to Executive Management within the GBSC, consulting on leading practices for relationship models and customer experience strategies.
• Leads stakeholder mapping, segmentation and prioritization assessing key personas engaged in our solutions (Functional and BU Heads, End-Users, Suppliers, etc.).
• Co-lead stakeholder engagement delivery strategy with our Department Heads; with a continued focus on the evolution towards proactive outreach and insights.
• Explores business demands and how they intersect with GBSC to seize opportunities for value creation by maximizing GBSC capabilities.
• Advance systematic tools and feedback mechanisms to deliver scalable solutions that measure the impact and value-creation of our solutions.
• Studies trends in data science, automation, AI, and other technologies to anticipate and support our mission of proactive engagement and insights with impact.
• Continuous optimization of staffing across our delivery model locations to forge partnerships in unison with Mastercard’s growth strategy.
• Builds cross-functional knowledge of GBSC solutions through partnership with internal colleagues, adjacent teams, and ongoing analysis of data (i.e. SLAs and KPI).
• Collaboration with enabling functions within the GBSC included Risk Management, Analytics and Automation, Data Governance, Project Management and Communications.

Preferred Qualifications

No preferred qualifications provided.