Unlock Your Potential as a Senior Customer Experience and Engagement Analyst at Mastercard
📍 Location: O’Fallon, MO • 💼 Full‑Time • 📅 Apply by July 31, 2025 • 🆔 Job ID R‑237392
Mastercard powers economies and empowers people in 200+ countries and territories. We support a wide range of digital payment choices—making transactions secure, simple, smart, and accessible. Our technology, innovation, partnerships, and networks combine to deliver products and services that help people, businesses, and governments realize their greatest potential.
About the Role – Mastercard
As a Senior Customer Experience and Engagement Analyst, you will drive a strong customer‑centric focus across the enterprise by uncovering and communicating actionable insights from the Voice of the Customer (VoC). You will inform key business decisions, product development, and service‑improvement initiatives across the entire customer journey.
Key Responsibilities
🗣️ Aggregate and analyze both solicited (surveys, interviews) and unsolicited (social media, support tickets) customer feedback, prioritizing unstructured text data.
🔍 Utilize advanced text analytics techniques—natural language processing (NLP), sentiment analysis, and topic modeling—to uncover emerging trends and actionable insights.
🛠️ Develop, validate, and maintain text analytics models and workflows, ensuring continuous improvement in accuracy and relevance.
📈 Create interactive dashboards, visualizations, and executive‑level presentations that highlight key themes, sentiment shifts, and customer pain points.
🎯 Identify drivers of satisfaction and areas for improvement; translate findings into strategic recommendations.
🤝 Collaborate with Product, UX, Marketing, Operations, and Customer Service teams to align VoC insights with business objectives and operational improvements.
🚀 Recommend enhancements to data‑collection methods, analytics tools, and reporting standards to optimize the VoC program.
📊 Monitor the performance and ROI of text analytics initiatives, ensuring scalability and impact.
💡 Mentor and guide junior analysts, promoting best practices and knowledge sharing.
🔐 Ensure compliance with data privacy, security, and corporate policies throughout the analytics lifecycle.
What You’ll Bring
• Proficiency in VoC platforms—Qualtrics XM Discover or Clarabridge preferred.
• Expertise in NLP libraries (spaCy, NLTK) and sentiment engines.
• Strong grasp of statistical analysis to interpret quantitative and qualitative data.
• Demonstrated experience driving improvements in CSAT, NPS, and CES.
• Excellent storytelling, communication, and presentation skills.
• Proven ability to manage multiple projects in a fast‑paced, agile environment.
• Bachelor’s or Master’s degree in Data Science, Computer Science, Statistics, Marketing, Psychology, or a related field.
Preferred Qualifications
• Hands‑on experience with machine learning algorithms for text classification and clustering.
• Programming skills in Python, R, or similar languages.
• Expertise with Tableau, Power BI, or equivalent visualization tools.
• Familiarity with API integrations and automation of analytics workflows.
• Prior mentorship or leadership experience within analytics teams.
• Experience with global VoC programs and multicultural data analysis.
A Day in Your Life
You start the day reviewing overnight survey results, pulling key sentiment metrics into your VoC dashboard 📊. Mid‑morning, you meet with the Product team to present insights on a recent feature launch, highlighting usability pain points and proposing UX enhancements. After lunch, you refine your NLP model to improve accuracy on newer feedback types, then collaborate with Marketing to embed fresh customer quotes into campaign messaging. Late afternoon, you mentor a junior analyst on best practices for data cleaning, then wrap up by drafting a summarized email to senior stakeholders outlining next week’s priorities and a sneak peek at emerging voice‑of‑customer trends 🎤.
Tools & Technology
🛠️ Qualtrics XM Discover • Clarabridge • Python (spaCy, NLTK) • R
📊 Tableau • Power BI • SQL • REST APIs • Git/GitHub
Benefits & Perks
💰 Competitive base salary: $94,000–$157,000 USD (O’Fallon, MO)
🎯 Performance bonuses and equity opportunities
🏥 Comprehensive healthcare (medical, dental, vision)
🧠 Mental‑health and wellness programs
👶 16 weeks paid parental leave & family support
🏖️ Generous paid time off, holidays, and volunteer days
💼 401(k) with company match
🎓 Tuition reimbursement & professional development
🌐 Hybrid work flexibility & global collaboration
Corporate Security & Compliance
Mastercard is a trusted leader in secure payments. All team members must:
• Abide by security policies and practices 🔒
• Safeguard confidentiality, integrity, and availability of data 🔐
• Report security incidents promptly 🚨
• Complete periodic mandatory training 📋
Diversity, Equity & Inclusion
Mastercard is an equal opportunity employer. We celebrate diverse backgrounds, experiences, and perspectives. Reasonable accommodations are available—contact reasonable_accommodation@mastercard.com to request assistance.
How to Apply
- Visit our careers portal and search Job ID R‑237392 🔎
- Click Apply Now and submit your resume, cover letter, and case‑study examples.
- Complete online assessments and pre‑screening steps 🖥️
- Participate in virtual and/or onsite interviews
- Join a team dedicated to customer‑centric innovation 🌟
Application deadline: July 31, 2025. Submissions are reviewed on a rolling basis—apply early!
Mastercard will never ask for your banking information during the recruitment process. Learn more on our careers site.
Connect with us on LinkedIn, Twitter, and Instagram: @MastercardCareers.
Your next big career move starts here—apply today and help us shape the future of customer experience with data‑driven insights!
