Senior Analyst, Customer Performance (Brand-1)

About the role

Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging customers to optimise performance and strengthen the brand, acceptance network and data. The Senior Analyst will preserve the integrity of the Mastercard brand by conducting investigative case work under the Business Risk Assessment and Mitigation (BRAM) program.

Key responsibilities

• Review referrals from external partners and internal stakeholders, assess BRAM scope and initiate investigations.
• Conduct evidence review, customer response evaluation, testing coordination and documentation of case outcomes.
• Investigate inquiries to determine potential Mastercard Standards violations and recommend actions.
• Escalate sensitive, complex or high‑impact matters to management with clear rationale.
• Support engagement with referral partners, vendors and internal stakeholders by preparing case materials and maintaining communication.
• Identify referral trends, emerging typologies and process‑improvement opportunities to enhance BRAM effectiveness.

Required profile

• 3‑5 years experience in investigative, compliance, risk, audit, merchant monitoring or brand protection work.
• Demonstrated ability to evaluate facts, document findings and support defensible case outcomes.
• Experience with merchant onboarding, ongoing monitoring for suspicious activity and referral review.
• Strong attention to detail, highly organised and able to manage competing priorities.
• Superior written and verbal communication skills for documenting investigative findings and stakeholder follow‑up.

Required skills

• Microsoft Office
• Case management tools
• Reporting tools
• Analytics tools
• Monitoring tools
• Investigation tools