Senior Business 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

Senior Business Analyst

About the Role

Program Governance & Success supports how large, cross-functional initiatives (“Programs”) operate within Mastercard. Our team maintains the structures, standards, and guidance that Programs rely on and helps teams navigate them effectively so they can deliver consistently and at scale.

We are seeking a Senior Business Analyst who will play a key role in improving how teams access information, understand processes, and make decisions. This role combines business analysis, content and process design, cross-functional partnership, and light tooling configuration. You will help design intuitive internal experiences, including a centralized intelligence hub and an internal chatbot, primarily through configuration, content structuring, and conversational logic, not model building or machine learning.

Alongside this tooling work, you will analyze feedback and trends, support process clarification, streamline documentation, and help strengthen consistency across how teams operate. You will partner closely with engineering, governance, and operational teams to translate business needs into clear requirements, shape internal improvements, and enable teams to work with greater clarity and confidence.

This role is ideal for someone who enjoys bringing structure to complex environments, improving how information flows across teams, and creating accessible, user-friendly internal resources, while using AI-assisted tools as one part of a broader toolkit.

What You’ll Do

• Gather business needs and translate them into clear requirements, user stories, and process flows for internal tooling and operational improvements.
• Analyze data and feedback to identify trends, risks, and opportunities to improve how teams work across the organization.
• Partner with engineering, governance, and operational teams to refine requirements and ensure solutions are scalable and aligned to business priorities.
• Support governance processes by creating clear workflows, decision criteria, and documentation that help teams understand and follow required practices.
• Participate in cross-functional discussions to understand challenges, capture insights, and identify opportunities to simplify and strengthen ways of working.
• Lead structured reviews and assessments to understand how teams are performing and where additional clarity, guidance, or support may be needed.
• Create and maintain a centralized resource hub that makes standards and guidance easy for teams to find and apply.
• Design and deliver AI-enabled internal tools that help teams access information, make decisions, and work more effectively, including an internal chatbot that provides reliable, easy-to-understand guidance on standards, processes, and best practices.

Role Qualifications

Essential

• Experience as a Business Analyst or in a similar role involving requirements gathering, process documentation, tooling enablement, or operational analysis.
• Hands-on experience building, configuring, or maintaining AI-enabled tools, chatbots, or knowledge-based systems (no coding required).
• Strong ability to translate business needs into structured requirements, user stories, process flows, and functional specifications.
• Demonstrated experience partnering with both technical and non-technical teams to deliver internal tools, workflows, or operational improvements.
• Analytical mindset with experience using qualitative and quantitative data to identify trends, risks, and opportunities.
• Excellent communication skills, with the ability to explain complex concepts clearly and confidently to diverse audiences.
• Proven ability to work independently, manage multiple priorities, and bring structure to ambiguous or evolving problem spaces.
• Strong problem-solving skills, with the ability to break down complex challenges and develop clear, actionable recommendations.
• Experience developing documentation, workflows, guidance, or other materials that help teams understand and follow established processes.
• Lead stakeholder conversations with senior leaders, translating complex analysis into clear, confident recommendations grounded in data, business impact, and defin