TL;DR: We restructured collaboration between Product and Customer Service, I cut ticket backlog by more than half in a month and created weekly syncs plus daily stand-up updates. This built trust, improved transparency and ensured faster, more accurate responses to customer issues.
Client: Mastercard Open Banking Europe
In open banking, customer service teams often face the complexity of translating user-facing issues into actionable insights for product teams. At Mastercard, I focused on building a more structured and transparent collaboration between product and customer-facing teams, helping both sides work more effectively together.
Working closely with customer success and service teams, I led a full cleanup and restructuring of our shared Jira board, significantly reducing the open ticket backlog and streamlining how reports were processed and prioritized. In just over a month, we reduced the backlog by more than half — by reassigning, solving, and closing tickets, as well as clarifying ownership across multiple linked teams.
To maintain this progress, I introduced weekly catch-ups with the CS team and dedicated time in daily stand-ups to highlight the most urgent or unclear tickets, ensuring ongoing transparency and fast feedback loops. This approach helped foster stronger collaboration and trust — creating a shared understanding of challenges, and ultimately reducing friction between teams.