Customer Experience and Engagement Analyst

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

Customer Experience and Engagement Analyst

Overview
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.

As an important part of building loyalty and experience for customers, we are looking for a Customer Experience and Engagement Analyst, to drive a strong customer-centric focus ensuring that customer data and the Voice of Customer is embedded and key in our service and business processes, our product development and self-service efforts.

Role
As Customer Experience and Engagement Analyst you are part of a small team in Copenhagen and are responsible for analyzing and translating customer data and insights into actionable improvements that strengthen overall service quality. The role analyzes customer behavior, feedback, and operational data to identify trends, root causes, and opportunities to enhance the end‑to‑end customer journey.

The Customer Experience and Engagement Analyst collaborate closely with leadership and service teams to design better experiences, optimize processes, and support decision‑making through clear reporting and data‑driven recommendations. You play a key role in ensuring customer needs and trends are understood, measured, and reflected in continuous improvements that drive satisfaction, efficiency, and performance outcomes.

All about you
• Experience with customer data and insights including building Power Bi Dashboards
• Experience with Customer Service AI tools and implementation
• Experience in building KPI setups within Customer Service and Operational Excellence
• Able to build structured analysis of customer data insights with leadership recommendations
• Danish as native language 

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.