Data Analysis Lead – Service Mapping & Strategy
Our Purpose: Mastercard powers economies and empowers people in over 200 countries and territories worldwide. Together with our customers, we help build a sustainable economy where everyone can prosper.
What is the opportunity? This exciting role supports service resilience, technology transformation, and client‑focused service operations across the live‑markets portfolio of RTP International. You will collaborate with product, engineering, risk, and business teams to translate complex data into actionable intelligence that improves customer experience, system resilience, and business growth. The role is part of the Operational Resilience Framework with a reporting line to the Service Transparency Director.
Role
The Service Data Analyst will support shaping, executing, and evolving plans to achieve a stable and resilient real‑time payment service. Working with business, service operations, engineering, risk, controls, product, and customer account teams, the analyst will map services and resources, define detailed service maps, identify gaps in resilience, and deliver improvements. The analyst will also support the development and execution of service‑management strategy aligned with Mastercard’s RTP International objectives.
Responsibilities
- Support the development of the overall service mapping approach and strategy and defining standards
- Lead the development and uplift of regulated business services required to support operational resilience outcomes across live markets
- Define outputs and activities required to deliver fit‑for‑purpose service mapping for each type of service, identifying gaps in resilience within a risk‑based model
- Lead data, technology, and process analysis activities including information gathering, desk research, stakeholder engagement, and workshop facilitation; support and uplift current BAU mechanisms
- Collaborate with the operational resilience team to develop outputs and artefacts such as findings reports, service maps, and leadership presentations that deliver insights and recommendations
- Report on progress; align with key objectives and coordinate activities with peers
- Identify gaps in service maturity and drive targeted initiatives to improve stability, resilience, and scalability
- Translate complex technical and operational topics into clear, actionable insights for senior stakeholders
- Partner with regional teams to ensure consistent service standards while accommodating local market requirements
Qualifications
- Extensive experience in business, data, and process analysis; driving improvement through data‑driven insights, communication, and strategic thinking
- Extensive experience in ITIL methodology; proven understanding and application of service mapping within an IT service‑management practice
- Strong experience and clear understanding of service analysis and mapping, including regulatory, contractual, and operational service perspectives across complex inter‑dependent services
- Good communicator with moderate experience in stakeholder management and engagement
- Good understanding of Mastercard real‑time/faster payments services, processes, technologies, and solutions
- Workshop design and facilitation experience beneficial but not essential
- Moderate professional experience in financial services, cards, payments, or another related field
- Experience building relationships and working with technical, business, and financial stakeholders
Corporate Security Responsibility
- Abide by Mastercard’s security policies and practices
- Ensure confidentiality and integrity of the information accessed
- Report any suspected information‑security violation or breach
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines
Data Analysis Lead – Service Mapping & Strategy
Our Purpose: Mastercard powers economies and empowers people in over 200 countries and territories worldwide. Together with our customers, we help build a sustainable economy where everyone can prosper.
What is the opportunity? This exciting role supports service resilience, technology transformation, and client‑focused service operations across the live‑markets portfolio of RTP International. You will collaborate with product, engineering, risk, and business teams to translate complex data into actionable intelligence that improves customer experience, system resilience, and business growth. The role is part of the Operational Resilience Framework with a reporting line to the Service Transparency Director.
Role
The Service Data Analyst will support shaping, executing, and evolving plans to achieve a stable and resilient real‑time payment service. Working with business, service operations, engineering, risk, controls, product, and customer account teams, the analyst will map services and resources, define detailed service maps, identify gaps in resilience, and deliver improvements. The analyst will also support the development and execution of service‑management strategy aligned with Mastercard’s RTP International objectives.
Responsibilities
- Support the development of the overall service mapping approach and strategy and defining standards
- Lead the development and uplift of regulated business services required to support operational resilience outcomes across live markets
- Define outputs and activities required to deliver fit‑for‑purpose service mapping for each type of service, identifying gaps in resilience within a risk‑based model
- Lead data, technology, and process analysis activities including information gathering, desk research, stakeholder engagement, and workshop facilitation; support and uplift current BAU mechanisms
- Collaborate with the operational resilience team to develop outputs and artefacts such as findings reports, service maps, and leadership presentations that deliver insights and recommendations
- Report on progress; align with key objectives and coordinate activities with peers
- Identify gaps in service maturity and drive targeted initiatives to improve stability, resilience, and scalability
- Translate complex technical and operational topics into clear, actionable insights for senior stakeholders
- Partner with regional teams to ensure consistent service standards while accommodating local market requirements
Qualifications
- Extensive experience in business, data, and process analysis; driving improvement through data‑driven insights, communication, and strategic thinking
- Extensive experience in ITIL methodology; proven understanding and application of service mapping within an IT service‑management practice
- Strong experience and clear understanding of service analysis and mapping, including regulatory, contractual, and operational service perspectives across complex inter‑dependent services
- Good communicator with moderate experience in stakeholder management and engagement
- Good understanding of Mastercard real‑time/faster payments services, processes, technologies, and solutions
- Workshop design and facilitation experience beneficial but not essential
- Moderate professional experience in financial services, cards, payments, or another related field
- Experience building relationships and working with technical, business, and financial stakeholders
Corporate Security Responsibility
- Abide by Mastercard’s security policies and practices
- Ensure confidentiality and integrity of the information accessed
- Report any suspected information‑security violation or breach
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines
#J-18808-Ljbffr…