- 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 (Disputes Migration) (Toronto)
🏢 Mastercard
📍 Toronto