Senior Customer Experience and Engagement Analyst
O'Fallon, MO
| Employer: | Mastercard |
| Category: | Customer Service |
| Job Type: | Full Time |
Description | |
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Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Senior Customer Experience and Engagement Analyst Overview • Drives a strong customer-centric focus across the enterprise by uncovering and effectively communicating actionable insights from the Voice of the Customer to inform key business decisions, product development, and service improvement initiatives across the customer journey. Responsibilities • Aggregate and analyze both solicited and unsolicited customer feedback, with a strong emphasis on deriving insights from unstructured text data • Utilize advanced text analytics techniques such as natural language processing (NLP), sentiment analysis, and topic modeling to uncover trends and actionable insights • Develop and maintain text analytics models, ensuring continuous improvement in accuracy and relevance • Monitor the effectiveness of text analytics initiatives and recommend enhancements to tools and methodologies • Create detailed reports and visualizations to present insights to senior stakeholders, highlighting key themes and sentiment shifts • Identify customer pain points, emerging trends, and drivers of satisfaction to inform strategic decisions • Collaborate with cross-functional teams to align VoC insights with business objectives and operational improvements Experiences • Proficiency in VoC platforms (Qualtrics preferred, specifically XM Discover/Clarabridge) • Deep understanding of text analytics strategies and methodologies, with the ability to leverage tools and techniques to extract meaningful insights from unstructured data • Familiarity with survey design and feedback collection methodologies • Understanding of statistical analysis and the ability to interpret quantitative and qualitative data effectively • Experience with driving ROI in a prior CX function • Strong understanding of CX metrics, including CSAT, NPS, and CES • Excellent communication skills for presenting insights to diverse stakeholders • Problem-solving mindset with a passion for enhancing customer experiences through data-driven strategies • Ability to manage multiple projects and deadlines in a fast-paced environment #LI-NM3 Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly. 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:
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 based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. 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 new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 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, gender-inclusive benefits and many more. Pay Ranges O'Fallon, Missouri: $94,000 - $157,000 USD | |