Director, Cardholder Services, Global Servicing

About the role

Mastercard is seeking a Director of Cardholder Services for Global Servicing to define and lead its worldwide servicing strategy. The role focuses on establishing premium and affluent customer servicing standards, driving revenue growth, and enhancing the customer experience across markets.

Key responsibilities

• Define and lead the global servicing strategy, including development of affluent and premium customer servicing standards.
• Develop and manage a multi‑year strategic roadmap to scale servicing capabilities and improve customer experience.
• Own and optimize the Global Servicing P&L, balancing revenue growth with cost efficiency.
• Identify, evaluate, and activate key revenue drivers and monetisation opportunities within servicing.
• Establish globally consistent yet locally adaptable servicing models focused on high‑touch experiences.
• Drive transformation toward digital‑first, omnichannel servicing, expanding channels such as Live Chat, WhatsApp, SMS and AI‑driven capabilities.
• Partner with regional leads and Global Customer Delivery & Care to align execution with global strategy and share best practices.
• Define, monitor, and evolve strategic KPIs measuring customer experience, financial performance and operational excellence.

Required profile

• Collaborate across Global Customer Delivery & Care, Global Services Business Center, Technology and regional teams.

Required skills