Director, Customer Experience & Engagement (GBSC AskPeople Services)

Director, Customer Experience & Engagement (GBSC AskPeople Services)

The Global Business Solutions Center's (GBSC) mission is to be the partner of choice with stakeholders across Mastercard, enabling business operations efficiency, productivity, and growth. With over 1,100 professionals delivering more than 200 solutions across 10 locations, the GBSC is a powerhouse of innovation and strategic partnerships that combines operational excellence with a vision of what's next. Our Customer Experience functions, including AskPeople Services, play a critical role to support GBSC's value proposition by delivering front-line solutions and business enablement. The AskPeople Services team operates across tier-1 HR service channels with a brand promise anchored in operational excellence and digital enablement. Additionally, this team is positioned within the Strategy, Enablement and Transformation vertical within GBSC to capitalize on synergies related to strategic enablement, data governance and project execution. We are seeking a Director, GBSC AskPeople Services, to lead our global team responsible for advancing tier-1 solutions and modernizing inquiry management. This role requires a visionary leader who can integrate knowledge-centered practices, digital automation and human-centered AI to create seamless employee experiences. We are also seeking a leader with advanced-level stakeholder engagement skills to maximize synergies with our enablement functions.

Role

Lead a globally integrated team to deliver responsive, intelligent HR support services while driving digital transformation, operational rigor, and continuous improvement. Partner with People and Capability Stakeholders across Mastercard and strategic enablement teams (Global Process Leadership, Data Governance, Risk Management) and adjacent delivery teams in HR, Finance, and Legal to ensure compliance and innovation.

Future Focused Impact

This role is pivotal in shaping the future of employee experience and inquiry management at Mastercard. The Director will :

• Modernize employee experiences through digital-first solutions and human-centered AI.
• Shape the next generation of service delivery by embedding predictive analytics, automation, and knowledge-centered practices.
• Enable continuous value creation by leveraging insights, fostering innovation, and driving cultural transformation.
• Position GBSC as an industry leader in operational excellence and digital enablement.

Key Responsibilities

Service Delivery & Operations Leadership

Lead Tier 1 HR service delivery across global inquiry channels, including resolution of Tier 02 cases and policy interpretation. Ensure SLAs, KPIs, and experience-level agreements are consistently met across all channels (phone, case, digital workflows). Partner with HR Centers of Excellence (COEs) to execute a structured playbook for implementing 50+ annual business initiatives and policy changes, ensuring alignment and timely delivery.

Digital Transformation & Automation

Drive adoption of intelligent automation, conversational AI, and predictive analytics to enhance self-service and proactive outreach. Partner with enablement teams to optimize digital tools (Workday Help, Power BI, AI). Scale AI copilots and knowledge platforms for case deflection, personalization, and speed.

People Leadership & Culture

Lead and coach a diverse, hybrid team across time zones, fostering empowerment, accountability, and a unified global approach with local adaptability. Promote a culture of trust, continuous learning, and well-being. Upskill talent in digital fluency, cognitive empathy, and data interpretation.

Governance & Continuous Improvement

Maintain a strong control environment aligned with audit, regulatory standards, and global policy. Partner regularly with Global Process Leadership, Risk Management, Data Governance, and Technology teams to optimize tools, drive end-to-end transformation, and deliver continuous value. Serve as inquiry management steward, reinforcing customer experience standards through monitoring and regular performance reporting.

All About You

The ideal candidate for this position should possess :

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role.

In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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 :

In line with Mastercard's total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary and may be eligible for an annual bonus or commissions depending on the role. The base salary offered may vary depending on multiple factors, including but not limited to location, job-related knowledge, skills, and experience. Mastercard benefits for full time (and certain part time) employees generally include : insurance (including medical, prescription drug, dental, vision, disability, life insurance); flexible spending account and health savings account; paid leaves (including 16 weeks of new parent leave and up to 20 days of bereavement leave); 80 hours of Paid Sick and Safe Time, 25 days of vacation time and 5 personal days, pro-rated based on date of hire; 10 annual paid U.S. observed holidays; 401k with a best-in-class company match; deferred compensation for eligible roles; fitness reimbursement or on-site fitness facilities; eligibility for tuition reimbursement; and many more.

Pay Ranges

O'Fallon, Missouri : $138,000 - $230,000 USD