Senior Vice President, Global Customer Care Operations and Technology
Donna Terman is senior vice president, Customer Experience & Engagement, responsible for One View for Customer, a customer experience and customer data transformation initiative aimed at making it easier for customers to do business with Mastercard by enabling unified, consistent, self-service experiences founded on unified customer data across Mastercard’s diverse business processes and platforms. She is also responsible for product management and technology services supporting Global Customer Care B2B operations, such as B2B customer service, customer communications and customer parameter management automation.
Prior to her current role, Donna led the Product, Technology, User Experience and Commercialization & Support teams for the Qkr! digital commerce platform, which she initially developed as a Mastercard Labs incubation and expanded to a variety of use cases for merchants and consumers in multiple geographies.
Donna previously led the Innovation Management function for Mastercard Labs. In this role, she was responsible for catalyzing innovation at Mastercard through the establishment, management and evolution of enterprise-wide innovation programs and tools – seeking disruptive, breakthrough innovation as well as fostering a more innovative culture at Mastercard.
Donna also held roles at Mastercard including B2B Marketing, B2B Product Marketing, Global Debit and Prepaid Strategy and Business Administration, Debit and Prepaid Product Services, US Region Communications, the Office of the CEO and Corporate Communications. Through this variety of assignments, she worked with numerous MasterCard executives and business units to demonstrate and articulate expertise and leadership in the payments industry at Mastercard.
Prior to joining Mastercard, Donna was in the United States Air Force, serving in a variety of capacities including Communications and Operations Management for strategic air assets. Her responsibilities included the management of information technology and mission systems as well as support for U-2 aircraft maintenance and operations.
Donna has a Master of Science degree in Information Systems Management from the Air Force Institute of Technology and a Bachelor of Science degree in telecommunications and English from the University of Miami (Florida).