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- Tasks: Resolve complex customer complaints and drive improvements through data analysis.
- Company: Join Mastercard's Global Consumer Escalations Team, a leader in customer experience.
- Benefits: Competitive salary, professional development, and a collaborative work environment.
- Other info: Opportunity to work in a dynamic, global team focused on continuous improvement.
- Why this job: Make a real difference in customer experiences while developing your analytical skills.
- Qualifications: Strong complaint handling and analytical skills, with excellent written English.
The predicted salary is between 40000 - 50000 £ per year.
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.
Responsibilities
- 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.
Information Security Responsibilities
- 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.
- Complete all mandatory security training in accordance with Mastercard's guidelines.
Qualifications
- 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
- 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.
Customer Experience and Engagement Analyst II in London employer: Mastercard
Contact Detail:
Mastercard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience and Engagement Analyst II in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your skills. This will help you tailor your responses and show you're genuinely interested in the role.
✨Tip Number 3
Practice your problem-solving skills! Since this role involves handling complex complaints, think of examples from your past experiences where you've successfully resolved issues. Be ready to share these during interviews.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Experience and Engagement Analyst II in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience and Engagement Analyst II role. Highlight your experience with complaint handling and data analysis, as these are key aspects of the job. We want to see how your skills align with what we're looking for!
Show Off Your Writing Skills: Since exceptional written English skills are a must, take the time to craft clear and professional correspondence in your application. Use this opportunity to demonstrate your ability to communicate effectively, just like you would in the role. Remember, clarity is key!
Highlight Your Analytical Mindset: We’re looking for someone who can dig into complaint data and spot trends. In your application, share examples of how you've used data to drive improvements or solve problems in previous roles. This will show us that you're not just a numbers person, but also a proactive problem solver.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Mastercard
✨Know Your Customer Experience
Make sure you understand the ins and outs of customer experience, especially in a regulated environment. Brush up on how to handle escalated complaints and think about examples from your past experiences that showcase your skills in this area.
✨Data is Your Best Friend
Since the role involves analysing complaint data, be prepared to discuss how you've used data to drive insights in previous roles. Bring specific examples of trends you've identified and how they led to improvements in processes or customer outcomes.
✨Write Like a Pro
Exceptional written communication is key for this position. Practise drafting clear and concise correspondence, as you might be asked to demonstrate your writing skills during the interview. Think about how you can convey complex information simply and effectively.
✨Collaboration is Key
This role requires working with various teams, so be ready to talk about your collaborative experiences. Share examples of how you've worked with legal, compliance, or operations teams to improve processes or resolve issues, highlighting your ability to work independently while still being a team player.