Lead Business & Data Analyst - Service Mapping & Strategy

Mastercard; City of Westminster; On-site; GBP 50,000 - 70,000; Full time

Job summary

A global technology company is seeking a Service Data Analyst to support service mapping strategy and improve operational resilience. The role involves collaborating with various teams to translate complex data into actionable insights, driving improvements in service delivery. Ideal candidates will have extensive experience in business and data analysis, strong communication skills, and a background in ITIL methodology. This position offers a unique opportunity to engage with high-stakes projects and contribute to the development of resilient payment services across global markets.

Qualifications

• Extensive experience in business, data and process analysis.
• Strong understanding of service analysis and mapping.
• Good communicator with experience in stakeholder management.

Responsibilities

• Support the development of Service Mapping strategy.
• Lead data, technology and process analysis activities.
• Identify gaps in service maturity and drive initiatives.

Skills

Business analysis

Data analysis

Process analysis

Stakeholder management

ITIL methodology

Communication

Tools

Excel

PowerPoint

PowerBI

Job description

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.

Service Data Analyst Overview

The Service Data Analyst will support in shaping, executing and evolving the plans and roadmap to achieve a stable and resilient Real‑Time Payment service. Working in collaboration with other functions such as Business and Service Operations, Engineering, Risk, Controls, Product and Customer Account teams; in line with the wider Technology and Operations team, the Service Data Analyst role will facilitate and uplift the establishment of an organisation‑wide view of our services and resources; mapping contracted and operational services to the products, technology, people, data, infrastructure and processes required to deliver them and execute the definition of detailed service maps, identify gaps in resilience and deliver identifiable improvements in accordance with the wider business, customer, regulatory and compliance requirements. The Service Data Analyst will also support the development and execution of service management strategy aligned with Mastercard’s RTP International business and technology objectives. They will translate strategic roadmaps into concrete execution plans, milestones and success metrics and partner with product and engineering teams to ensure operational readiness for platform enhancements, market launches and regulatory changes.

Responsibilities

• Support the development of the overall Service Mapping approach and strategy and defining standards.
• Lead the development and uplift of artefacts required to deliver service maps and catalogues for each service; aligned with the Service Taxonomy model.
• Define outputs and the activities required to deliver fit‑for‑purpose service maps for each type of service; identifying gaps in resilience or improvements to be assessed within a risk‑based model.
• Lead data, technology and process analysis activities including information gathering, desk research, stakeholder engagement and workshop facilitation; supporting and uplifting current BAU support mechanisms in line with the service mapping approach.
• Collaborate with the wider operational resilience team to develop outputs and artefacts, such as findings reports, service maps, leadership presentations that deliver insights and recommendations based on the specific service mapping activities; informing and developing improvements to automate and tool support BAU service mapping rollout.
• Report on progress; aligning with key objectives being measured above and co‑ordinating activities with peers.
• Identify gaps in service maturity and drive targeted initiatives to improve stability, resilience, and scalability.
• Translate complex technical and operational topics into clear, actionable insights for senior stakeholders.
• Partner with regional teams to ensure consistent service standards while accommodating local market requirements.

Qualifications

• Extensive experience in business, data and process analysis; driving improvement through data‑driven insights, communication and strategic thinking to boost efficiency and achieve goals.
• Extensive experience in ITIL methodology; proven understanding and application of service mapping within an IT service management practice.
• Strong experience and clear understanding of service analysis and mapping, including regulatory, contractual and operational service perspectives across complex inter‑dependent services.
• Good communicator with moderate experience in stakeholder management and engagement.
• Good understanding of Mastercard Realtime / Faster Payments services, processes, technologies and solutions.
• Workshop design and facilitation experience beneficial but not essential.
• Moderate professional experience in financial services, cards, payments or another related field.
• Experience building relationships and working with technical, business and financial stakeholders.

About You

• Strong analytical and strategic thinking skills with a bias for execution and measurable results.
• Proven track record of leading high‑stakes strategic projects with significant impact, demonstrating an ability to navigate and influence at the highest levels of the organization.
• Problem‑solver with an analytical mindset, capable of cutting through noise and complexity to deliver clear, actionable insights.
• Able to work with minimal supervision.
• Excellent communication skills using all relevant channels and resources to communicate effectively and proactively.
• Team player with the ability to build and maintain effective working relationships with a wide range of people.
• Demonstrate strong discipline regarding accuracy and quality of output.
• Sound understanding of data‑analytics methods and technical risk management.
• Advanced knowledge of Excel, PowerPoint, Confluence reporting capabilities and other common reporting tools (e.g. OpenPages, PowerBI, PowerApps) a plus.
• Inquisitive and curious work ethic, willing to challenge existing processes and comfortable trying new ways of working and processes.
• Demonstrable expertise in managing service design workflows, ITIL methods, including skillset in deploying best‑practice methodology design and validate outcomes.

Corporate Security Responsibility

• All activities involving access to Mastercard assets, information and networks come 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 must protect and safeguard information.

Company Overview

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, or 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.

Opportunity

This is an exciting opportunity in shaping the strategy to enable service resilience, technology transformation and client‑focused service operations across the live‑markets portfolio of RTP International. You will collaborate with product, engineering, risk and business teams to translate complex data into actionable intelligence that improves customer experience, system resilience and business growth. The successful candidate will become part of a high‑performing team, dedicated to delivering payment services across the globe, underpinning over 32 billion transactions a year. This role is part of the Operational Resilience Framework, with a reporting line to the Service Transparency Director.