Director, Customer Experience & Engagement (GBSC AskPeople Services)

Key Responsibilities

Future Focused Impact

This role is pivotal in shaping the future of employee experience and inquiry management at Mastercard. The Director will:

• Modernize employee experiences through digital-first solutions and human-centered AI.
• Shape the next generation of service delivery by embedding predictive analytics, automation, and knowledge-centered practices.
• Enable continuous value creation by leveraging insights, fostering innovation, and driving cultural transformation.
• Position GBSC as an industry leader in operational excellence and digital enablement.

Service Delivery & Operations Leadership

• Lead Tier 1 HR service delivery across global inquiry channels, including resolution of Tier 0–2 cases and policy interpretation.
• Ensure SLAs, KPIs, and experience-level agreements are consistently met across all channels (phone, case, digital workflows).
• Partner with HR Centers of Excellence (COEs) to execute a structured playbook for implementing 50+ annual business initiatives and policy changes, ensuring alignment and timely delivery.

Digital Transformation & Automation

• Drive adoption of intelligent automation, conversational AI, and predictive analytics to enhance self-service and proactive outreach.
• Partner with enablement teams to optimize digital tools (Workday Help, Power BI, AI).
• Scale AI copilots and knowledge platforms for case deflection, personalization, and speed.

People Leadership & Culture

• Lead and coach a diverse, hybrid team across time zones, fostering empowerment, accountability, and a unified global approach with local adaptability.
• Promote a culture of trust, continuous learning, and well-being.
• Upskill talent in digital fluency, cognitive empathy, and data interpretation.

Governance & Continuous Improvement

• Maintain a strong control environment aligned with audit, regulatory standards, and global policy.
• Partner regularly with Global Process Leadership, Risk Management, Data Governance, and Technology teams to optimize tools, drive end-to-end transformation, and deliver continuous value.
• Serve as inquiry management steward, reinforcing customer experience standards through monitoring and regular performance reporting.

Qualification & Requirements

The ideal candidate for this position should possess:

• Global operations leadership, preferably in HR or inquiry management ecosystems.
• Strong stakeholder management across complex, matrixed organizations.
• Expertise in knowledge management, continuous improvement, and compliance frameworks.
• Exceptional leadership skills with a focus on culture, empowerment, and global team development.
• Proven experience in digital transformation, automation, and early adoption of AI-driven tools to accelerate service models.

Benefits

In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.