Director Customer Care & performance , Europe

Mastercard; Bray; On-site; GBP 120,000 - 180,000; Full time

Job summary

Mastercard is seeking a Director of Customer Care & Performance for Europe. You will define and execute the strategy for customer-centric operational excellence across regions, leading a high-performing team that translates incidents into measurable customer impact.

You will partner with Product, Engineering and regional teams to ensure customer competitiveness, resilience, and trust across the lifecycle, from incident detection to long-term improvements.

Qualifications

• Must have experience leading customer care or performance teams.
• Strong ability to translate incidents into business impact.
• Proven capability to drive data‑driven improvements across regions.

Responsibilities

• Define and execute strategy for customer-centric operational excellence across regions.
• Lead a high-performing team ensuring customer impact is understood and improved throughout the lifecycle.
• Partner with Product, Engineering and regional teams to position Mastercard as a leader in reliability.

Skills

Leadership

Data analytics

Stakeholder management

Customer experience

Transformation mindset

Job description

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

Director Customer Care & performance , Europe

Overview

This role builds on the Customer Care Performance Team (CCPT) model, ensuring that complex technical events are translated into clear customer impact, driving faster decisions, stronger resilience, and improved customer trust.

Role

As Director, you will define and execute the strategy for customer-centric operational excellence across regions. You will lead a high-performing team responsible for ensuring that customer impact is understood, communicated, and continuously improved across the full lifecycle-from incident detection to long-term resilience.

You will act as a trusted partner to Product, Engineering, and Regional teams, as well as a senior interface with customers during critical moments, helping position Mastercard as a leader in reliability, transparency, and innovation.

Key Responsibilities

Customer Incident Engagement & Communication

• Ensure timely, accurate, and actionable communication between product teams and customer-facing teams during incidents
• Represent the voice of the customer in major incidents, translating technical events into clear business and customer impact
• Lead stakeholder coordination during P1/P2 incidents, ensuring alignment, transparency, and effective escalation management

Customer Activity Monitoring & Insights

• Establish and scale customer activity monitoring capabilities, providing visibility into product performance across regions, divisions, and customers
• Leverage data and analytics to identify trends, systemic risks, and opportunities for improvement
• Drive adoption of customer health metrics and dashboards to proactively manage experience and performance

About You

Working in this team requires a curious mind, operation oriented with an always-on attitude, and a transformation mindset. You thrive in a fast-paced, dynamic environment where strategic thinking and agility are key to driving impactful change. You are passionate about shaping and accelerating transformation, always looking for innovative ways to improve processes and outcomes. As a natural leader, you inspire those around you to think bigger, challenge the status quo, and embrace change as a constant force for growth.

You'll be part of a operational team, a high-performing group that attracts top talent from across the company. You're committed to fostering a culture of continuous improvement and pushing the boundaries of what's possible. Your ability to inspire collaboration, leverage data-driven insights, and develop scalable solutions will not only drive success in your region and in your career but also elevate Mastercard's position as a global leader in the digital economy.

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.