Director, Customer Learning & Development

About the role

Mastercard is seeking a Director to lead Customer Learning & Development across North America. The role focuses on designing and delivering scalable Academy programs that accelerate client adoption, readiness, and measurable business outcomes.

Key responsibilities

• Execute the Customer Learning & Development strategy for North America, aligning Academy programs with corporate priorities.
• Lead delivery of learning engagements, building strong relationships with customer stakeholders to drive capability development and solution adoption.
• Serve as escalation point for complex customer needs, ensuring timely resolution and high satisfaction.
• Oversee creation and rollout of learning paths and scalable programs that enhance product understanding and operational excellence.
• Partner with Product, Services, Customer Delivery, and Sales teams to ensure consistent messaging and aligned priorities.
• Identify opportunities to improve learning impact, engagement, and customer success through targeted education.
• Ensure programs meet compliance standards and continuously improve execution and outcome measurement.
• Support performance tracking, reporting, and optimization of Academy programs to demonstrate learning and revenue impact.

Required profile

• Proven ability to translate strategy into actionable plans with strong execution focus.
• Customer‑centric mindset emphasizing adoption, enablement, and experience.
• Experience leading cross‑functional collaboration in a matrixed environment.
• Demonstrated leadership skills, including goal setting, performance management, coaching, and fostering a culture of accountability.

Required skills