Full Job Description
Title and Summary
Senior Analyst, Customer Performance
Overview
The Senior Analyst, Customer Performance supports the delivery of a high-quality customer experience by driving operational performance, resolving customer issues, and ensuring adherence to Mastercard's data integrity, compliance, and security standards. This role works across internal teams and external customers to monitor performance, optimize processes, and support the successful adoption and execution of Mastercard products and services.
The position plays a key role in maintaining ecosystem integrity, supporting customer engagement, and enabling scalable support models as customer demand and product capabilities continue to expand. This role will be based from our Toronto, ON office.
Role
• Monitor and analyze customer activity, performance metrics, and support trends to identify risks, issues, and optimization opportunities
• Serve as a key point of contact for customer inquiries, escalations, and operational support, ensuring timely and effective resolution
• Partner cross-functionally with Product, Technology, Compliance, Legal, and Customer Support teams to resolve issues and improve service delivery
• Support customer onboarding, product adoption, and ongoing engagement through clear communication, training, and documentation
• Contribute to the development of reporting, dashboards, and executive insights to track KPIs and measure success
• Ensure adherence to Mastercard policies, including data integrity, security, and regulatory requirements
• Identify process improvement and automation opportunities to enhance efficiency, scalability, and customer experience
• Support strategic initiatives, including product enhancements, migrations, and compliance-driven programs
All About You
• Experience in customer performance, operations, support, or analytics within payments, financial services, or technology environments
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Proven ability to manage high volumes of work, prioritize effectively, and deliver in a fast-paced environment
• Demonstrated experience working cross-functionally and influencing outcomes across multiple stakeholders
• Excellent written and verbal communication skills, with the ability to communicate effectively to both technical and non-technical audiences
• Knowledge of customer support processes, performance metrics, and service delivery models is preferred
• Familiarity with compliance, data integrity, or regulatory-driven programs is a plus
Proactive, detail-oriented, and results-driven with a strong sense of ownership and accountability
Pay Range: Toronto, ON $83,000-$120,000
In line with Mastercard's total compensation philosophy and assuming that the job will be performed in Canada, the successful candidate will be offered a competitive pay based on location, experience and other qualifications for the role and may be eligible to participate in a discretionary annual incentive program. This posting reflects one or more current openings on our team.
