Who you are

- Have a passion for understanding customer needs and delivering exceptional customer experiences

- Demonstrate strong project and program management skills with the ability to manage multiple customer engagements simultaneously

- Possess advanced stakeholder management capabilities and experience working with senior customer and executive audiences

- Be skilled at translating complex business and technical concepts into clear, customer-friendly communications and documentation

- Have experience developing implementation strategies, customer onboarding programs, and adoption plans

- Exhibit strong organization, prioritization, and problem-solving skills in a fast-paced environment

- Be comfortable leading customer workshops, training sessions, and executive presentations

- Ability to identify recurring customer needs and translate them into clearly articulated business requirements and enhancement opportunities

- Experience partnering with Product, Commercialization, Customer Success, or Delivery teams to improve customer outcomes and inform future solution development

- Strong analytical skills with the ability to synthesize customer feedback, implementation learnings, and market insights into actionable recommendations

- Ability to balance customer requests with broader platform objectives and business priorities

- Experience creating customer-focused recommendations that drive adoption, implementation success, and long-term client satisfaction.

Preferred Qualifications

- Experience supporting large-scale platform migrations, transformations, or technology implementations

- Knowledge of dispute processing, chargebacks, fraud management, case management, or payments ecosystems

- Experience working directly with issuers, acquirers, processors, merchants, or banking customers

- Familiarity with customer success, implementation management, program management, or professional services disciplines





- Experience coordinating with external delivery partners and third-party service providers

- Experience creating executive-level communications, business cases, and customer adoption reporting

What the job involves

- 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

- 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 current 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

📌 Senior Specialist of Customer Engagement (Toronto)
🏢 Mastercard
📍 Toronto