Joe Parker Email and Phone Number
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As a Vice President of Customer Experience, Product Management, Customer Success, and Product Experience with over 25 years of experience, I am particularly adept at building and leading cross functional teams, driving large-scale change initiatives, and leveraging data-driven insights to deliver measurable results. I am skilled in designing and executing innovative product visions and strategies that deliver exceptional customer experiences.
Mastercard
View- Website:
- mastercard.us
- Company phone:
- 1800 689 562
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Vice President Of Customer ExperienceMastercard Mar 2024 - PresentPurchase, Ny, Us- Leading a team focused on orchestrating seamless collaboration across cross-functional teams, including Product, Design, Care, and Engineering. Ensuring customer needs are translated into impactful product features and customer care models. Strategic influence extended to fostering innovation, feature prioritization, and go-to-market approach.- Ensuring service model optimization through data driven support workflows reviews, identifying operational inefficiencies and streamlining processes. Our focus is on reducing resolution times and greatly improving the customers’ experience directly impacting our bottom line and strengthened customer relationships.- Executing our insight to action model by championing the voice of customer, actively collecting and synthesizing customer insights, operational insights and deriving product roadmap influencing actions. - - Executive advocacy ensuring our product and care solutions remain user-centric, aligned with expectations, and driving sustainable growth.
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Vice President Of Product ManagementMastercard Feb 2021 - Mar 2024Purchase, Ny, Us- Owned and developed customer care product visions and roadmaps, leveraging customer feedback, conducting product research, and leveraging Artificial Intelligence (AI) driven solutions to deliver on key KPIs- Specialized in developing outcome-focused metrics that aligned with our strategic business objectives. I closely tracked the performance of key features to contribute to achieving our overall goals- Collaborated seamlessly with global Product, Design, Engineering, and Account leaders. Together, we addressed critical aspects affecting the Customer Care team, such as Mergers and Acquisitions, shaping a comprehensive product support vision, optimizing resources, and delivering on outcome-based success metrics
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Vice President Of Customer ExperienceMastercard Jul 2017 - Feb 2021Purchase, Ny, Us- Drove strategy and the modernization of customer care design and integration methodologies for M&A/new products/services globally- Drove end-to-end voice of customer (VOC) design and integration including the preparation of research and testing, personas development, mapping customer journeys, service blueprints and the construction of quick interactive prototypes- Partnered closely with external and internal stakeholders to ensure design design improvements were effectively implemented throughout the product development lifecycle
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Vice President Of Product DevelopmentMastercard Oct 2015 - Jul 2017Purchase, Ny, Us- Contributed to the vision, strategy and roadmap for our expense management product in the context of the overall Commercial product vision- Defined and analyzed metrics that informed feature design and planning- Worked closely with customers globally to understand their needs in depth; worked with designers to create product experiences and engineering teams to translate those experiences into clear prioritized requirements
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Vice President Of Customer CareMastercard Aug 2012 - Sep 2015Purchase, Ny, Us- Led MasterCard's global B2B service model for products such as MasterCard Digital Enablement Service (MDES), MasterPass, OpenAPI and the Commercial Products suite- Served as strategic and tactical business partner and change agent by directing the development, planning and execution of our global B2B operational support model - Responsible for the development of the leadership team and assisted in developing those beneath them
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Positions Of Increasing Responsibility In Software Engineering, Product Management, Customer SuccessMastercard Jul 2002 - Aug 2012Purchase, Ny, Us
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Senior ConsultantIntegranet Mar 2000 - Jul 2002
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Computer Information Technologist IiiMissouri Office Of State Courts Administrator Jul 1999 - Mar 2000Jefferson City, Mo, Us -
Computer Information Technologist IiMissouri State Highway Patrol Dec 1995 - Jul 1999
Joe Parker Skills
Joe Parker Education Details
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University Of Central MissouriComputer Information Systems
Frequently Asked Questions about Joe Parker
What company does Joe Parker work for?
Joe Parker works for Mastercard
What is Joe Parker's role at the current company?
Joe Parker's current role is CX Obsessor.
What is Joe Parker's email address?
Joe Parker's email address is jo****@****ard.com
What is Joe Parker's direct phone number?
Joe Parker's direct phone number is +163672*****
What schools did Joe Parker attend?
Joe Parker attended University Of Central Missouri.
What skills is Joe Parker known for?
Joe Parker has skills like Customer Experience, It Strategy, E Commerce, Consulting, Service Design, Sdlc, Credit Cards, Executive Management, Payments, Payment Cards, Mobile Payments, Payment Industry.
Who are Joe Parker's colleagues?
Joe Parker's colleagues are Asheesh Agarwal, Cuthbert Tembedza, Mark O'looney, Mithiileesh D J, Conrad Rybka, Tom Wurm, Chris Mullett.
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