Customer Experience and Engagement Analyst II

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
Customer Experience and Engagement Analyst II
Job Description Summary
Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships, and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.
Our decency quotient (DQ) drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.
Overview
The Mastercard Global Consumer Escalations Team is looking for a Customer Experience and Engagement Analyst II to help drive strong customer outcomes through effective complaint handling, insight generation, and operational oversight. The ideal candidate is customer-focused, analytical, intellectually curious, and motivated to improve processes and experiences through data-driven insight and thoughtful problem solving.
Role
In this role, you will:• Investigate and resolve complex and escalated consumer complaints in line with regulatory requirements and internal standards.• Manage escalated Ombudsman complaints, including preparation of case files, evidence, and written submissions.• Provide oversight of complaint handling and call centre activities to ensure consistent application of complaint standards.• Analyse complaint data and trends to identify root causes, emerging risks, and opportunities for improvement.• Produce clear written insights and reporting to support senior stakeholders, governance forums, and regulatory engagement.• Collaborate with Legal, Compliance, Operations, Product, and Customer Experience teams to support continuous improvement initiatives.
All About You
The ideal candidate should have:• Advanced capability in handling escalated consumer complaints within a regulated environment.• Exceptional written English skills, with the ability to produce clear, professional correspondence for customers, regulators, and Ombudsman bodies.• Strong analytical skills, with experience interpreting complaint data and translating insights into action.• Proficiency with Microsoft Windows and Microsoft 365 tools, including Word, Outlook, Visio, and other Office applications.• The ability to work independently while collaborating effectively across teams in a global, matrixed environment.
Desirable additional capabilities include:• Experience within financial services, payments, or another regulated consumer environment.• Exposure to Ombudsman, audit, or regulatory investigation processes.• Knowledge of vulnerability handling and fair customer outcome principles.• A continuous improvement mindset with the confidence to challenge and enhance existing processes.
Corporate Security Responsibility
Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks carry inherent risk, and therefore the successful candidate 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 mandatory security training in accordance with Mastercard's guidelines.
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.