Senior Specialist, Customer Engagement (Disputes Migration)

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 Specialist, Customer Engagement (Disputes Migration) The Disputes Solutions team is looking for a Senior Specialist, Customer Engagement to play a critical role in helping customers successfully migrate to Mastercard's next-generation disputes platform. This role serves as the primary liaison between Mastercard, customers, and implementation partners throughout the migration journey. The ideal candidate is customer-focused, highly organized, and skilled at managing complex initiatives across multiple stakeholders. They will work directly with issuers, acquirers, processors, and third-party partners to understand customer requirements, define implementation plans, create adoption collateral, and ensure successful migration outcomes. This individual will help drive customer readiness, accelerate adoption, and provide visibility into migration progress across a large portfolio of customers. Through direct engagement with customers, the role will also help identify emerging business needs, product enhancement opportunities, and regional requirements. The individual will partner with Product, Commercialization, and Go-to-Market teams to communicate customer feedback, support requirement definition, and help ensure future platform capabilities align with customer and market needs. The Role: • Partner directly with customers to understand business processes, technical requirements, operational impacts, and migration readiness needs. • Lead customer discovery activities and translate customer feedback into actionable implementation plans and product improvement opportunities. • Develop and manage migration projects for assigned customer portfolios, including timelines, milestones, dependencies, risks, and success criteria. • Create customer-facing collateral including implementation guides, migration playbooks, readiness assessments, FAQs, communications, training materials, and executive presentations. • Coordinate closely with Product, Technology, Operations, Regional Teams, and Customer Account Management stakeholders to ensure successful delivery. Serve as a trusted advisor throughout the migration lifecycle, helping customers navigate challenges and achieve implementation objectives. • Drive customer engagement activities including workshops, onboarding sessions, testing readiness reviews, and stakeholder meetings. Track migration progress, risks, issues, and dependencies across multiple customers simultaneously. • Capture customer feedback, implementation learnings, and operational challenges throughout migration engagements and communicate insights to Product and Commercialization teams. • Identify opportunities for product enhancements, process improvements, and new capabilities that could improve customer experience, operational efficiency, and platform adoption. • Partner with Product Management to help define customer requirements and provide customer context that supports product planning and prioritization activities. • Support customer validation activities, pilot programs, and early adoption initiatives for new capabilities when appropriate. • Provide ongoing visibility into customer requirements, adoption trends, and common migration challenges to help inform future platform evolution. • Partner with regional teams to identify localized customer requirements and ensure those needs are appropriately represented during product planning discussions. All About You