At a Glance
- Tasks: Resolve customer complaints and generate insights to enhance experiences.
- Company: Join Mastercard's Global Consumer Escalations Team, a leader in customer engagement.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Other info: Collaborate with diverse teams in a dynamic, global setting.
- Why this job: Make a real difference in customer satisfaction and drive impactful change.
- Qualifications: Strong analytical skills and exceptional written communication are essential.
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.
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.
Corporate Security Responsibility
- 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.
Customer Experience and Engagement Analyst II in Peterborough employer: Mastercard
Mastercard is an exceptional employer that prioritises a customer-centric culture, fostering an environment where employees are encouraged to innovate and improve processes. Located in a dynamic global setting, the company offers robust professional development opportunities, competitive benefits, and a collaborative atmosphere that empowers individuals to make a meaningful impact on customer experiences. Join us to be part of a team that values analytical thinking and continuous improvement, ensuring your career growth aligns with our commitment to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience and Engagement Analyst II in Peterborough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and thinking about how your skills align with the role. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. We suggest mentioning something specific from the interview to remind them of your great conversation.
✨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 familiar names when we’re reviewing candidates. Let’s get you that job!
We think you need these skills to ace Customer Experience and Engagement Analyst II in Peterborough
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 concise language and make sure your points come across effectively. This is your chance to demonstrate your ability to communicate well, so let’s impress us!
Highlight Analytical Experience:We’re keen on candidates who can analyse complaint data and identify trends. In your application, share specific examples of how you've used data to drive improvements or solve problems in previous roles. This will show us that you have the analytical mindset we value.
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 makes the whole process smoother for everyone involved. We can’t wait to see your application!
How to prepare for a job interview at Mastercard
✨Know Your Customer Experience Stuff
Make sure you brush up on your knowledge of customer experience principles, especially in regulated environments. Be ready to discuss how you've handled escalated complaints in the past and what strategies you used to resolve them effectively.
✨Show Off Your Analytical Skills
Prepare to talk about your experience with analysing complaint data. Think of specific examples where you identified trends or root causes and how you translated those insights into actionable improvements. This will show your analytical prowess and problem-solving abilities.
✨Master Your Written Communication
Since exceptional written English skills are a must, practice writing clear and professional correspondence. You might even want to draft a few sample responses to potential customer complaints to demonstrate your ability to communicate effectively with various stakeholders.
✨Collaborate Like a Pro
Be ready to discuss how you've worked with different teams in the past. Highlight any experiences where you collaborated with legal, compliance, or operations teams to improve processes. This will showcase your ability to work in a global, matrixed environment and your commitment to continuous improvement.
