Senior Analyst, Customer Performance

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.

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

Mastercard is a merit-based, inclusive, equal opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. We hire the most qualified candidate for the role. In the US or Canada, if you require accommodations or assistance to complete the online application process or during the recruitment process, please contact [email protected] and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

• Abide by Mastercard’s security policies and practices;

• Ensure the confidentiality and integrity of the information being accessed;

• Report any suspected information security violation or breach, and

• Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

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.