The Customer Experience Optimization team is looking for a Manager to drive our customer experience optimization strategy forward by consistently innovating and problem-solving to improve the end-to-end customer experience for Transfer Solutions products throughout all aspects of the customer journey. As Manager, you will be responsible for providing fact-based insight by recognizing best practices in Transfer Solutions' product sales and revenue generation across Mastercard Move. You will utilize your experience in optimization and investigate successes from within Mastercard or industry best practices to improve our sales and onboarding processes and accelerate revenue growth.

If you would like to be part of a global, cross-functional team delivering a highly visible, strategically important initiative in an agile way, this role will be attractive to you.
The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, analytical, and possesses an entrepreneurial mindset.

Role
In this position, you will:
• Be customer-obsessed: Develop & provide the organization with a deep appreciation for customer needs, the ecosystem, and the key market dynamics
• Lead all customer experience automation efforts for Transfer Solutions products to optimize time to revenue for customers and Mastercard
• Work with product teams to identify and recommend new automation/optimization features, services, and capabilities in partnership with internal and external stakeholders at a global and regional level
• Own the review & governance of Transfer Solutions customer implementations with regional sales, product & delivery teams to surface key learnings and drive a culture and discipline of continuous improvement
• Provide recommendations on approach to consolidate and build a cohesive Mastercard Move customer experience
• Champion a collaborative and inclusive relationship across the Transfer Solutions product teams, regional sales, product delivery and customer support teams
• Drive and monitor key performance indicators for all automation efforts
• Define clear guidance on sales onboarding and customer servicing processes to support the effective scaling and support of products in regions
• In partnership with the Transfer Solutions Customer Experience and the Product Experience teams, design and conduct user research, including customer interviews, to deepen understanding of customers' pain points, motivations, and opportunities

All about you and what you need to bring:
• Self-starter with a strong sense of initiative and resourcefulness
• Experience ensuring the customer is front and center; ensure customer needs are met above all; Experience in UI design/development a plus
• Big thinker who is self-driven and motivated to achieve success
• Proven experience building and delivering process improvements, process re-engineering, and process mapping; Six Sigma Green Belt certification a plus
• Creative and curious. Strong problem-solving and analytical skills, with attention to detail
• Experience building and launching products for worldwide markets
• Highly organized and able to deal with multiple, competing priorities across a large number of cross-functional teams
• Strong executive presence with proven ability building consensus and influence across a variety of internal and external business partners at all levels of leadership
• Knowledge and skills using product management tools, (e.g. market and product plans, project timelines, workstream management, dashboard reports, marketing research, pricing, and business case development)
• Proven success at synthesizing products and services from multiple functional areas into compelling value propositions that align with customer needs on a global level
• Strong story-teller - adept at communicating insightful stories and producing impactful written materials and presentations
• Excellent written and verbal communication skills including the ability to interface with customers
• Team management experience preferred
• Product experience in digital payments preferred
• Bachelor's degree required. Advanced degree preferred
• Ability to travel internationally as needed

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.