Mastercard

A Mastercard está a recrutar um/a Consultant, Client Training and Education para integrar a equipa Mastercard Advisors, em Lisboa, numa função full-time focada no desenvolvimento e entrega de programas de formação para clientes.

Referência da oferta: R-280743

A Mastercard impulsiona economias e capacita pessoas em mais de 200 países e territórios. Em conjunto com os seus clientes, contribui para uma economia sustentável onde todos possam prosperar, disponibilizando soluções de pagamentos digitais seguras, simples, inteligentes e acessíveis.

A Mastercard Advisors, área de serviços profissionais da Mastercard, presta serviços de consultoria focados em pagamentos a instituições financeiras e comerciantes em todo o mundo. A sua atuação inclui estratégia de negócio, desenho de propostas e modelos operacionais, otimização de desempenho, marketing, informação e gestão de risco.

Enquadramento da função:

Dentro da Mastercard Advisors, a equipa Client Training and Education, CTE, é responsável pela formação e onboarding de clientes nas plataformas e serviços da Mastercard.

Esta equipa mantém uma plataforma de eLearning de referência, que incorpora tecnologia recente e cursos digitais de elevada qualidade, proporcionando aos clientes uma experiência de aprendizagem completa.

Além disso, a equipa desenha e entrega programas de formação presenciais e imersivos, com o objetivo de apoiar o onboarding de clientes e transmitir boas práticas.

Responsabilidades:

• Contribuir para o desenvolvimento de programas de eLearning e formação virtual para grandes clientes globais estrategicamente relevantes;
• Recolher informação de várias fontes, organizando, analisando e cruzando dados para desenvolver materiais e programas de formação eficazes;
• Aplicar diferentes técnicas de eLearning e formação virtual para construir aulas e recursos de aprendizagem;
• Estruturar e preparar cursos de formação e apresentações;
• Apresentar conteúdos em versão draft a stakeholders-chave para revisão e feedback;
• Planear, organizar e estruturar o próprio trabalho para gerir tempo e esforço de forma eficaz, respeitando orçamento e prazos de projeto;
• Extrair conhecimento e boas práticas dos projetos realizados;
• Desenvolver e partilhar ferramentas, métodos e boas práticas entre projetos;
• Criar uma rede de contactos e relações internas dentro da Mastercard para apoiar a recolha de informação e o desenvolvimento de formação.

Requisitos:

• Competências demonstráveis em consultoria e formação;
• Licenciatura ou qualificação equivalente;
• Grau académico avançado, preferencial;
• Nível profissional de inglês;
• Fortes competências de comunicação, tanto interpessoal como escrita;
• Boa presença em contexto profissional e de apresentação;
• Fortes capacidades analíticas, interpretativas e de resolução de problemas;
• Excelentes competências de gestão de projetos;
• Capacidade de colaboração através de vários canais de comunicação;
• Espírito de equipa e capacidade comprovada para trabalhar com diferentes níveis da organização;
• Capacidade para atuar num ambiente intelectual, colaborativo e de ritmo acelerado.

Responsabilidade em segurança corporativa:

Todas as atividades que envolvam acesso a ativos, informação e redes da Mastercard implicam risco inerente para a organização. Por isso, todas as pessoas que trabalham para, ou em nome da Mastercard, são responsáveis pela segurança da informação.

• Cumprir as políticas e práticas de segurança da Mastercard;
• Garantir a confidencialidade e integridade da informação acedida;
• Reportar qualquer suspeita de violação ou incidente de segurança da informação;
• Completar todas as formações obrigatórias periódicas de segurança, de acordo com as orientações da Mastercard.

Mastercard is looking for a Manager, Product Development to join the Authentication Program Digital Innovation team.

Mastercard powers economies and empowers people in more than 200 countries and territories worldwide. The company supports a wide range of digital payment choices, making transactions secure, simple, smart and accessible.

Role overview:

Mastercard’s mission is to make payments easy, fast and as secure as possible. Its teams have developed technology that enables mobile contactless payments and secure, tokenized online payments, helping take payments beyond plastic.

The company is now focused on scaling digital payments further and delivering innovative products to customers and consumers.

As Manager, Product Development, you will support the development of digital payment products, helping make them more accessible to issuer customers and easier to integrate into mobile apps and Mastercard systems.

Responsibilities:

• Research external requirements, including regulatory requirements and local standards, that may impact globally deployed products;
• Collect and present data to support new feature proposals and product strategy decisions;
• Define customer experience and consumer user journeys to support product definition;
• Collect and incorporate feedback to optimize features according to customer and cardholder needs;
• Assess the impact of proposed new features on existing products and related products;
• Support investment decisions through clear product and impact analysis;
• Own the product feature backlog delivered by a small collaborative team of product managers and software engineers;
• Work with external vendors to deliver proof-of-concepts when needed;
• Apply best practices from previous industry experience while following Mastercard’s product development lifecycle and internal processes;
• Develop customer-facing product documentation for a global, business-oriented audience;
• Represent the team and product in regular working-level forums;
• Participate in the Product Guild to share experiences, learn best practices and develop new skills.

You should apply if:

• You are currently working as a product manager with an agile team;
• You have experience delivering native mobile apps on iPhone and Android, or server-side backend application products deployed in public cloud;
• You are comfortable working in a team exploring and defining new ways of working;
• You enjoy sharing knowledge and experience with colleagues;
• You have defined and delivered technology products deployed on cloud platforms such as Azure, AWS or Google Cloud;
• You are skilled in market analysis, product feature definition and articulating product value;
• You currently use generative AI to improve efficiency across the product development journey;
• You are fluent in English, both written and spoken;
• You are excited to deliver applications with global impact, used daily by hundreds of millions of people.

It would also be great if:

• You understand the card payment ecosystem, for example from a merchant, payment processor or card issuer perspective;
• You have used collaboration tools to manage product evolution, such as Aha!, Confluence and JIRA;
• You have a foundation in computer science, algorithms, data structures, object-oriented development, cyber security, design patterns and core computer science concepts;
• You have a software engineering background and are comfortable interpreting technical designs, data models and application code;
• You have first-hand experience delivering products using technologies such as iOS and Android apps, databases, messaging, caches, API gateways, networking, pipelines, cryptography and HSMs;
• You have experience with tools and technologies such as Jenkins, Splunk, Oracle, Apache Kafka, Redis and NATS.

Teams and values:

• Work within small collaborative teams of software engineers and product owners;
• Put customer success at the core of product decisions;
• Contribute to diverse and inclusive teams with different backgrounds and experiences;
• Support inclusive growth and ethical, environmentally responsible decisions.

About the Digital Innovation team:

The Digital Innovation team within the Authentication Program explores new concepts and conducts early-stage product development to assess feasibility, viability and desirability with internal and external stakeholders.

The team looks beyond the horizon to help Mastercard maintain its leadership position in digital payments well into the future.

Corporate security responsibility:

All activities involving access to Mastercard assets, information and networks carry inherent risk. Every person working for, or on behalf of, Mastercard is responsible for information security.

• Follow Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of accessed information;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security training in accordance with Mastercard’s guidelines.

Mastercard is looking for a Senior Specialist, Customer Success to join its Services Customer Success team.

Mastercard powers economies and empowers people in more than 200 countries and territories worldwide. Together with its customers, the company helps build a sustainable economy where everyone can prosper, supporting a wide range of secure, simple, smart and accessible digital payment choices.

Role overview:

Services within Mastercard is responsible for acquiring, engaging and retaining customers by managing fraud and risk, enhancing cybersecurity and improving the digital payments experience.

Regional Customer Success teams play a crucial role in ensuring customers achieve their desired outcomes while maximizing the value of Mastercard products and services. These teams support onboarding, provide ongoing strategic guidance and foster long-term customer relationships.

As a Customer Success Senior Specialist, you will help shape how Mastercard brings network products to market within the region, supporting tools, processes and insights that enable teams to deliver consistent and high-impact customer experiences.

Main focus:

• Support the development and delivery of strategic priorities for Customer Success within Mastercard Services;
• Support best-in-class go-to-market readiness for Customer Success teams in the region;
• Work with key partners including Network Services, Product, Value Enablement and Marketing;
• Enable common operating models and playbooks across Customer Success teams;
• Develop flexible frameworks for key tools and customer segmentation strategies;
• Create measurement frameworks with metrics and KPIs to evaluate performance and provide actionable insights.

Strategy and process design:

• Support the execution of the region’s new product launch roadmap for Mastercard Services where Customer Success is in scope;
• Partner with leadership to define and evolve playbooks, risk detection, segmentation strategies and engagement frameworks;
• Track outcomes clearly and consistently;
• Support the implementation of scalable Customer Success practices across diverse product lines and customer segments.

Systems and tools:

• Support the configuration and adoption of Gainsight and other systems in the Customer Success tech stack, including Salesforce and Tableau;
• Implement integrated workflows that support white-glove, scaled and digital Customer Success motions;
• Collaborate with internal teams to train users and support adoption;
• Collect feedback to prioritize enhancements and ensure seamless user experiences.

Metrics and insights:

• Track KPIs to measure Customer Success performance and customer health;
• Define dashboards and reports for stakeholders, from executives to front-line teams;
• Track leading indicators of positive outcomes;
• Analyze trends to generate actionable insights.

Collaboration and enablement:

• Work with Product, Value Enablement and Program teams to embed Customer Success metrics into broader business KPIs;
• Champion Customer Success best practices across the organization;
• Support change management initiatives;
• Conduct research on emerging trends, including AI in Customer Success, to inform strategy and innovation.

Profile:

• Passion for delivering value to customers and championing a customer-centric mindset;
• Ability to understand the broader business context and align Customer Success strategies with sustainable customer outcomes;
• Ability to partner with Product teams to accelerate customer value realization;
• Experience using insights from market analysis, customer engagements and identified opportunities to support strategic decisions;
• Ability to drive innovation and sustain competitive advantage;
• Ability to design scalable processes and translate technical capabilities into business value;
• Strong verbal and written communication skills;
• Ability to work globally and cross-functionally;
• Ability to influence stakeholders and gain buy-in;
• Strong analytical skills, including visual storytelling and choosing effective graphs and visuals to communicate data insights;
• Experience integrating customer success technology solutions, such as Gainsight, Salesforce and Tableau;
• High degree of ownership and commitment to process optimization, efficiency and continuous improvement;
• Experience managing organizational change, training colleagues and ensuring adoption of new processes and technologies, including AI.

Corporate security responsibility:

All activities involving access to Mastercard assets, information and networks carry inherent risk. Every person working for, or on behalf of, Mastercard is responsible for information security.

• Follow Mastercard’s security policies and practices;
• Ensure the confidentiality and integrity of accessed information;
• Report any suspected information security violation or breach;
• Complete all periodic mandatory security training in accordance with Mastercard’s guidelines.