Situation
Mastercard enlisted a new SVP beneath the Chief Marketing Officer and established an executive council for customer experience whose mission was to deliver best in class CX that drove competitive differentiation and increased revenue.
My Task
Embed and evangelize Design Thinking and end to end Customer Centricity best practices into Mastercard's product innovation process and culture.
Actions
Developed 3 Year Strategic Plan: Partnered with the Customer Experience Executive Council to build a comprehensive three-year strategic plan with foundations, quick wins, and long term initiatives
Created Product Management Excellence (PME) Framework and Playbook: Outlined in detail the Why, What, and How phases of product development spanning Market and CX research to value propositions, concept testing, and go to market planning.
Global Implementation: Implemented the framework with product teams across Debit, Prepay, Advisors, and Credit
Led Product Strategy Workshops: Conducted 9 customer journey mapping and new product development workshops over 2.5 years, including Mastercard's first-ever co-creation workshop with targeted end users.
Established Accountability & Cross Functional Collaboration in the GTM: Introduced cross-functional stage gate reviews ensure lifecycle accountability.