Senior Analyst, Customer Performance, Brand-1

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About the role

Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential. Title and Summary Senior Analyst, Customer Performance, Brand-1 Overview Mastercard operates the world’s fastest payment processing network, connecting consumers, financial institutions, merchants, governments, and businesses in more than 210 countries and territories. Every day, everywhere, we use our technology and expertise to make payments safe, simple and smart. We know safety and security are the top priorities of our customers, cardholders and partners, so we won’t stand still in developing new and better ways to keep payments safe. • Do you have experience conducting investigations, reviewing evidence, and documenting case outcomes? • Do you have knowledge of merchant onboarding, monitoring, customer response review, and potential Mastercard Standards violations? • Are you a high performer with strong analytical, documentation, and project management skills? • Are you collaborative, detail-oriented, and able to support credible investigations in a fast-paced environment? Mastercard’s Franchise Brand Performance Team advances ecosystem health and profitability by engaging our customers to optimize performance and to enhance the strength of our brand, acceptance network, and data. Role • Preserve the integrity of the Mastercard brand by conducting investigative case work under the Business Risk Assessment and Mitigation (BRAM) program, including matters involving potential illegal activity, brand-damaging activity, or violations of Mastercard Standards • Review referrals from external partners and internal stakeholders, assess BRAM scope, gather relevant facts, and support timely investigation initiation • Conduct evidence review, customer response evaluation, testing coordination, documentation, assessment recommendation support, and case closure activities • Investigate and resolve inquiries from across the business and external customers to determine whether Mastercard Standards concerns exist and whether BRAM case activity is warranted • Apply established investigative procedures, audit expectations, and best practices to ensure consistent, objective, and well-documented case outcomes • Escalate sensitive, complex, repeat-offender, or high-impact matters to management with clear facts, rationale, and recommended next steps • Support engagement with referral partners, vendors, customers, and internal stakeholders by preparing case materials, tracking follow-up, and maintaining professional communication • Contribute to team inbox triage, referral management, case tracking, workload visibility, and investigation metrics • Identify referral trends, emerging typologies, documentation issues, and process improvement opportunities to support BRAM program effectiveness • Support case management tool adoption, data integrity, reporting needs, and process enhancements in partnership with Operations and Enablement • Assist with training, stakeholder education, BRAM Announcements, guidance materials, and cross-team initiatives as needed • 3-5 years’ experience conducting investigative, compliance, risk, audit, merchant monitoring, or brand protection work, with demonstrated ability to evaluate facts, document findings, and support defensible case outcomes • Experience with merchant onboarding practices, ongoing monitoring for

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