Joe Parker

About Joe Parker

With over 25 years of experience in Customer Experience and Digital Transformation, Joe has a proven track record of driving innovation and delivering exceptional results in the technology sector while relentlessly focusing on identifying future leaders early, providing mentorship, and foster accountability for seamless succession planning. Currently serving as Vice President of Customer Experience at Mastercard, he leads global teams focused on orchestrating seamless collaboration across executive stakeholders to enhance product profitability and customer loyalty.My expertise encompasses- Customer Experience Strategy: Developed and executed strategies resulting in substantial improvements in Net Promoter Scores and customer satisfaction metrics- Product Management: Led the development of customer care product strategies and roadmaps for over 15 million yearly interactions, leveraging AI-driven solutions to meet key performance indicators- Digital Modernization: Spearheaded the implementation of SAFe Agile practices, streamlining product feature development and establishing frequent software releases- Data-Driven Decision Making: Utilized advanced analytics and AI to optimize service models, resulting in significant improvements in First Time Resolution and operational efficiency- Cross-Functional Leadership: Successfully built and led diverse teams across multiple countries, fostering collaboration between Product, Design, Engineering, and Account leaders to develop comprehensive product support visions.I am eager to connect with you to discuss how we can collaborate to drive innovation and excellence in customer experience in the dynamic world of technology.

Experience

1. Vice President of Product Excellence

   Mastercard

   Aug 2025 — Present · St. Louis, MI, US

   As part of Mastercard’s innovation engine, The Foundry, I lead the strategic transformation of product management practices across the enterprise. My role is focused on architecting and scaling a unified operating model that empowers product leaders and stakeholders globally to deliver customer-centric solutions with materiality, velocity, and quality. I oversee a high-performing team collaborating with executive stakeholders to drive adoption of frameworks, tools, and governance mechanisms that elevate and accelerate product development- Defining and launching a global strategy for consistent product development standards, aligning with financial materiality, growth priorities, and customer value- Building and executing upon a governance model that embeds executive oversight into product advancement decisions, driving accountability and transparency across business units- Partnered with Global Product Executives, Regional & Market Ambassadors, and cross-functional leaders to remove adoption barriers and optimize product development practices.

Education

• University of Central Missouri

  Bachelor of Science, Computer Information Systems