Director, Cardholder Services, Global Servicing

Director, Cardholder Services, Global Servicing

Overview

The Director, Cardholder Services (Global Servicing) will define and lead Mastercard's global servicing strategy, with a focused mandate to establish and scale best-in-class Affluent and Premium Cardholder Servicing standards across markets. This role is accountable for shaping a differentiated, globally consistent, and digitally enabled servicing ecosystem that drives business growth, enhances customer lifetime value, and strengthens issuer competitiveness.

This leader will connect strategy to execution by aligning global products, regional priorities, and customer experience ambitions into a cohesive servicing vision. The role is pivotal in transforming servicing into a strategic lever for revenue generation, customer loyalty, and brand differentiation, while ensuring seamless experience delivery through global and regional partners.

The successful candidate will collaborate across Global Customer Delivery & Care (GCD&C), Global Services Business Center (GBSC), Technology, and regional teams to drive roadmap execution, commercialization, and long-term value creation.

Role

• Define and lead the global servicing strategy, including the development of affluent and premium customer servicing standards that differentiate Mastercard in the market
• Develop and manage a multi-year strategic roadmap to scale servicing capabilities, enhance customer experience, and drive measurable business outcomes
• Own and optimize the Global Servicing P&L, balancing revenue growth with cost efficiency across global operations and servicing channels
• Identify, evaluate, and activate key revenue drivers and monetization opportunities within servicing, partnering with regional and functional stakeholders to maximize growth
• Establish and implement globally consistent yet locally adaptable servicing models, with a strong focus on affluent customer expectations and high-touch experiences
• Drive transformation toward digital-first, omnichannel servicing, including the expansion of alternative channels such as Live Chat, Whats App, and SMS, as well as emerging AI-driven capabilities
• Partner with regional leads and GCD&C to align execution with global strategy, share best practices, and ensure consistent delivery standards
• Define, monitor, and evolve strategic KPIs that measure customer experience, financial performance, and operational excellence
• Leverage data, customer insights, and market trends to continuously refine strategy and improve servicing effectiveness
• Influence senior stakeholders and cross-functional teams to prioritize investments that position servicing as a competitive advantage

All About You

Proven experience in strategy, product management, or customer experience transformation, with a track record of driving measurable business results

Strong understanding of affluent and premium customer needs and the ability to translate them into differentiated servicing experiences

Demonstrated success in owning and managing P&L performance and identifying growth opportunities

Highly analytical, with the ability to interpret data, identify trends, and make insight-driven strategic decisions

Experience leading digital and omnichannel servicing innovations, including emerging technologies and alternative support channels

Exceptional stakeholder management and influencing skills; able to navigate and drive alignment across a complex, global matrix organization

Strong communication skills, with the ability to articulate vision and strategy to diverse audiences, including senior leadership

Agile, adaptable, and comfortable operating in fast-paced, evolving environments with shifting priorities

Strategic thinker with strong prioritization skills, balancing long-term vision with near-term execution

Proven ability to build, lead, and develop high-performing teams that deliver enterprise-level impact

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.

Pay Ranges

Miami, Florida: $156,000 - $265,000 USD