Senior Analyst, Customer Performance

About the role

Mastercard is seeking a Senior Analyst to join the Franchise Acceptance Performance Team. In this role you will help preserve the integrity of the Mastercard brand by driving performance initiatives that improve acceptance of Mastercard products and enhance the cardholder experience.

Key responsibilities

• Lead performance initiatives to address acceptance issues and promote correct customer behavior.
• Conduct investigations for the Acceptor Business Code (MCC) Performance program.
• Manage end‑to‑end cases from initiation to resolution, engaging internal and external stakeholders.
• Identify performance issues independently, develop resolution processes, and coordinate with impacted groups.
• Automate and streamline operational processes to increase efficiency.
• Build and leverage relationships with key stakeholders to quickly address issues.
• Analyze data to extract insights, identify regional or global trends, and provide education on program requirements.

Required profile

• Critical thinker and problem solver with strong analytical abilities.
• Excellent written and verbal communication skills.
• Proactive attitude with the ability to make recommendations and drive issues to closure.
• Experience managing complex cases and collaborating with multiple teams.

Required skills

• Data analysis and insight generation.
• Investigation and case management.
• Process automation and optimization.
• Stakeholder relationship management.