Senior Analyst, Customer Learning & Academy

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 Learning & Academy

Overview

Responsible for supporting customer learning needs across the North America region, ensuring customers are equipped to effectively adopt and utilize Academy offerings. This experienced individual contributor designs and executes key elements of learning programs and processes, driving customer readiness and engagement. The role may provide guidance and coaching to junior team members while building expertise in customer education and enablement practices.

Role

Independently executes customer learning programs, applying instructional design principles and enablement best practices to deliver effective learning experiences and resolve delivery challenges.

Supports Academy operations by coordinating training initiatives, designing and/or managing communications, and assisting with customer onboarding and readiness activities.

Partners with Product, Franchise, TAM, Customer Success and other internal stakeholders to align learning strategies with customer needs and translate complex technical concepts into structured, customer-facing learning content and programs.

Maintains and updates learning materials, documentation, and customer-facing resources to ensure accuracy, accessibility, and alignment with current product capabilities.

Delivers foundational product training and supports customers in navigating learning pathways, improving adoption and overall customer confidence.

Assists in preparing learning engagement metrics, insights, and materials for business and operational reviews to inform continuous improvement and revenue targets.

Contributes to the enhancement of Academy programs by incorporating customer and stakeholder feedback to improve content quality, delivery models, and learner experience.

May contribute to the development of new learning programs, curricula, or enablement journeys and manage smaller-scale learning initiatives as an experienced individual contributor.

All about You

Experience managing learning and development and training delivery

Strong ability to translate technical content into clear, structured learning experiences

Familiarity with adult learning principles and instructional design methodologies

Ability to collaborate across cross-functional teams

Strong communication, organizational, as well as analytical and detail-oriented skills

Proven sense of urgency with demonstrated proactive resourcefulness

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 reasonable 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…