Customer Experience and Engagement Analyst II
The Mastercard Global Consumer Escalations Team is looking for a Customer Experience and Engagement Analyst II to help drive strong customer outcomes through effective complaint handling, insight generation, and operational oversight. The ideal candidate is customer-focused, analytical, intellectually curious, and motivated to improve processes and experiences through data‑driven insight and thoughtful problem solving.
Responsibilities
* Investigate and resolve complex and escalated consumer complaints in line with regulatory requirements and internal standards.
* Manage escalated Ombudsman complaints, including preparation of case files, evidence, and written submissions.
* Provide oversight of complaint handling and call centre activities to ensure consistent application of complaint standards.
* Analyse complaint data and trends to identify root causes, emerging risks, and opportunities for improvement.
* Produce clear written insights and reporting to support senior stakeholders, governance forums, and regulatory engagement.
* Collaborate with Legal, Compliance, Operations, Product, and Customer Experience teams to support continuous improvement initiatives.
Qualifications
* Advanced capability in handling escalated consumer complaints within a regulated environment.
* Exceptional written English skills, with the ability to produce clear, professional correspondence for customers, regulators, and Ombudsman bodies.
* Strong analytical skills, with experience interpreting complaint data and translating insights into action.
* Proficiency with Microsoft Windows and Microsoft 365 tools, including Word, Outlook, Visio, and other Office applications.
* The ability to work independently while collaborating effectively across teams in a global, matrixed environment.
Desirable Additional Capabilities
* Experience within financial services, payments, or another regulated consumer environment.
* Exposure to Ombudsman, audit, or regulatory investigation processes.
* Knowledge of vulnerability handling and fair customer outcome principles.
* A continuous improvement mindset with the confidence to challenge and enhance existing processes.
Corporate Security Responsibility
* 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.
* Complete all mandatory security training in accordance with Mastercard’s guidelines.
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