Bayt.com Hiring For Senior Specialist, Customer Experience & Insights at India Full Time

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Title and Summary

Senior Specialist, Customer Experience & InsightsSenior Specialist, CXaaS Design Sprint Master

Job Description Summary
Overview
We are looking for a passionate and ambitious senior specialist to join our EEMEA Foundry team, based Mumbai, which in Mastercard is accelerating the future of commerce through experience and innovation.
You will lead EEMEA Customer Experience as a Service initiatives, which looks to unlock potential co-creation opportunities with Mastercard partners internally and externally.
This customer-focused role will look to understand the customer’s challenges, ecosystem players, size and framing of the opportunity.
The role will also be responsible to gather required research and insights needed for co-creation and facilitate a rapid design thinking workshop with low-fidelity prototyping and testing.
• You will lead the execution of the EEMEA Internal Innovation Strategy, which looks to demystify emerging technologies and trends in innovation to employees with dedicated, practical, hands-on experiences.

Role
In this Senior Specialist CXaaS & Insights role, you will focus on three areas within the EEMEA Foundry team.
Customer Experience as a Service
You will manage all engagement and activities connected to all CX Accelerator program – framework based on Design thinking and Service Design – with internal and external stakeholder.
You will also keep and update regional Accelerator session pipeline and track progress of impact of CX Accelerators for audit and reference purposes.
A key activity will be to coordinate with cross functional leads on product readiness and status
In your role you are expected to
Plan, organize, and deliver all sessions
Train co-facilitators
Deliver all documentations for the sessions. Create new innovation tools and templates as well as collation of existing best in class methods to create standardized methodologies & practices for rapid innovation.
Create documentation post session and deliver to customer
Project manage CX Accelerators
Manage & Enhance CX Accelerator documentation and Templates
Conduct knowledge sessions to create awareness on the framework beyond the product community
Engage with teams across the region to promote CXaaS and to identify new opportunities and support the sales process.
Lead groups through activities such as envisioning / ideation, product planning, issue resolution, action planning, assumptions testing & product prototyping as well as requirements gathering.
Create framework, templates, instruction videos

2. Execute the EEMEA Innovates Strategy led by Foundry
You will work closely with the regional Innovation Champions across the business and region to ideate, design and execute programs aimed at maintaining a DNA and culture of innovation internally across employees in the region.
In your role you will be responsible for:
Organizing and planning internal workshops to teach design thinking applications.
Keep informed on emerging technologies and innovations in the payments and commerce space and identify potential opportunities for employees to test and experiment these experiments.
Align closely with Innovation Champions across key markets in EEMEA to deliver hands-on practical experiences for employees to understand how emerging trends in payments is evolving (i.e. crypto purchasing experiences, metaverse purchasing experiences, NFTs, etc).
Communicating with different business units and creating advocacy to generate participation for ideation sprints for CX Accelerators
Measure success of initiatives by tracking participation rates and feedback.
All About You
Trained Design thinker or/and system designer
Be a skilled group facilitator—with a wealth of experience leading multi-disciplinary groups through such activities as strategic planning, journey mapping, issue resolution, brainstorming and requirements gathering/definition. 
High energy, can-do attitude, very strong sense of ownership and desire to succeed with commensurate analytical and strategic skills. 
Executive-level presentation skills—must have persuasive “presence” and ability to effectively communicate technology to business to technology people 
Creative problem-solving skills – ability to diffuse situations where groups are stuck, struggling or facing challenges in collaborating effectively.
Strong skills in both presentation design to create high fidelity presentation, and storyboard
Strong knowledge and practice of Design thinking & Service Design
Research skills, experience conducting competitor, market, and unmoderated user research
Passion for working and building relationships with colleagues from multiple countries or markets
Bachelor’s or master’s degree
Willingness to travel
Experiences in experience design, visual communication, or related equivalent are very welcome.

We understand that you may not have all the criteria on this list. If you believe you have relevant experience and the capability to fulfil this role, we strongly encourage you to apply.

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 accordance with Mastercard’s guidelines.

Job Location

India

Company Industry

Other Business Support Services

Company Type

Unspecified

Employment Type

Unspecified

Monthly Salary Range

Unspecified

Number of Vacancies

Unspecified

Job Location

India

Company Industry

Other Business Support Services

Company Type

Unspecified

Employment Type

Unspecified

Monthly Salary Range

Unspecified

Number of Vacancies

Unspecified