Title and Summary

Director, Digital Customer Success

This role is responsible for acquiring, engaging, and retaining customers by managing fraud and risk, enhancing cybersecurity, and improving the digital payments experience. The Director leads the Services Customer Success Center of Excellence, ensuring customers achieve desired outcomes and maximize the value of Mastercard products and services.

Responsibilities

• Execute and continuously improve digital customer success journeys aligned to the global CS strategy.
• Operationalize lifecycle programs across onboarding, adoption, value realization, retention, and advocacy.
• Ensure journeys are scalable, outcome-driven, and supported by data and automation.
• Translate digital CS strategy into repeatable programs, playbooks, and assets with clear measurement of outcomes via easy-to-consume reporting.
• Partner with Product, Enablement, Analytics, and Technology teams...