developing enterprise teams and talent (karen pascoe at enterprise ux 2016)

Enterprise UX 2016 | @pascoekaren

Developing Enterprise Teams & TalentKaren Pascoe, Group Head UX @ MasterCard | Digital Payments & Labs

©2015 MasterCard. Proprietary and Confidential©2015 MasterCard. All rights reserved.©2016 MasterCard. All rights reserved.2

The digital commerce landscape

©2015 MasterCard. Proprietary and Confidential

Device-based commerce is growing rapidly.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1

©2015 MasterCard. Proprietary and Confidential

Device-based commerce is growing rapidly.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1

6.1 billion by 2020

Smartphone ownership worldwide1

©2015 MasterCard. Proprietary and Confidential

Device-based commerce is growing rapidly.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 Business Insider: http://www.businessinsider.com/internet-of-things-billions-of-connected-devices-2014-1

6.1 billion by 2020

Smartphone ownership worldwide1

Connected devices by 20182

18 billion

©2015 MasterCard. Proprietary and Confidential

Commerce through devices is accelerating.

• Source: 1 MasterCard commissioned study by BCG and “Market Forces” project

6

Global digital payment volume is estimated to reach $6T by 2023, representing 26% of total retail commerce (~$23T).1

$14T

$23T

$6T

$0.7TDigital

Traditional

2013 2023

Device-based contactless15% of commerce

In app5% of commerce

Browser6% of commerce

©2015 MasterCard. Proprietary and Confidential

Smart devices are the new first-stop shopping channel.

• Source: 1 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012

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65% of digital shopping starts on a smartphone.1

Mobile shopping in-home and out-of-home are approaching parity.1

©2015 MasterCard. Proprietary and Confidential

The average consumer moves seamlessly between multiple devices throughout the day.

• Source: 1 Ericsson Mobility Report North America, November 2014 2 The New Multi-screen World: Understanding Cross-platform Consumer Behavior, Google, 2012

of U.S. households have at least three connected devices.1

90%of people move between devices during the day.2

98%of people use multiple screens sequentially to accomplish a task.2

90%

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We work in a dynamic field

©2015 MasterCard. Proprietary and Confidential

And our work is important to business(what they are saying)

Gartner

“89% of companies plan

to compete primarily on the basis of customer experience by 2016 but only 21% can tie it to business outcomes today.”

Forrester

“The most successful enterprises will reinvent themselves to systematically understand and serve increasingly powerful customers.”

©2015 MasterCard. Proprietary and Confidential

And our work is important to business(how they are performing)

2015 Watermark Consulting, using Forrester CX Index companies

107.5%

72.3%

27.6%

©2015 MasterCard. Proprietary and Confidential

Good experience is good business

©2015 MasterCard. Proprietary and Confidential

What is your mission as an experience leader?

©2015 MasterCard. Proprietary and Confidential

How aligned is your leadership to this?

VeryNot

©2015 MasterCard. Proprietary and Confidential

Project partners & execution

Leadership & sponsorship

Teams & talent

©2015 MasterCard. Proprietary and Confidential

Leadership & sponsorship

Cultivate a set of cross-functional sponsors

©2015 MasterCard. Proprietary and Confidential

Leadership & sponsorship

Cultivate a set of cross-functional sponsorsDevelop an actionable agenda

©2015 MasterCard. Proprietary and Confidential

Leadership & sponsorship

Cultivate a set of cross-functional sponsorsDevelop an actionable agendaCommunicate progress & success to sponsors

©2015 MasterCard. Proprietary and Confidential

Leadership & sponsorship

©2015 MasterCard. Proprietary and Confidential

Partners & execution

Champion customer empathy cross functionally

©2015 MasterCard. Proprietary and Confidential

Partners & execution

Champion customer empathy cross functionallyDevelop deep & trusted relationships

©2015 MasterCard. Proprietary and Confidential

Partners & execution

Champion customer empathy cross functionallyDevelop deep & trusted relationshipsShare problem solving & decision making

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Hiring

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Hiring

Develop & maintain an authentic conversation with your community

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Hiring

Develop & maintain an authentic conversation with your communityVet for skills & values alignment

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Hiring

Develop & maintain an authentic conversation with your communityVet for skills & values alignment

Is this a good next 3-5 years for the candidate?

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Hiring +Every hire should deliver demonstrable value to customer and business objectives

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

HiringPerformance Management

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Q1 Q2 Q3 Q4

Jan – ObjectivesFeb – Compensation

Apr – Talent Review Jul – Mid year December – Year end

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Q1 Q2 Q3 Q4

Jan – ObjectivesFeb – Compensation

Apr – Talent Review Jul – Mid year December – Year end

Coaching

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Q1 Q2 Q3 Q4

Jan – ObjectivesFeb – Compensation

Apr – Talent Review Jul – Mid year December – Year end

Coaching

Development

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

Q1 Q2 Q3 Q4

Jan – ObjectivesFeb – Compensation

Apr – Talent Review Jul – Mid year December – Year end

Coaching

Development

Performance Gaps

©2015 MasterCard. Proprietary and Confidential

Teams & Talent

HiringPerformance ManagementExecution & Comms

©2015 MasterCard. Proprietary and Confidential

Project partners & execution

Leadership & sponsorship

Teams & talent

Thank you :)

@pascoekaren