Lance Gruner

Lance Gruner is the Executive Vice President, Global Customer Care, for Mastercard. He is responsible for leading a team of trusted experience advocates for consumers, customers, colleagues and partners. His organization includes B2B and B2C Customer Support, CX Technology, Customer Experience, Intelligence and Engagement, Customer Configuration Management, Content Strategy & Design and Customer Care Services. His organization is responsible for providing service and support experiences for more than 800 Mastercard products in 186 countries and 73 languages for Mastercard customers. Mr. Gruner is chair of both the Customer Experience and Voice of Customer Councils and is also responsible for driving strategy, alignment and innovative care execution with external stakeholders including financial instutions, merchants, governments and digital companies.

Mr. Gruner is a customer experience and operations expert with extensive experience delivering results in B2B, B2B2C and B2C environments with premium, iconic brands in hospitality, travel and financial services. Mr. Gruner’s expertise and passion centers around the customer, customer experience, customer centric culture development and transformative voice of customer strategies that create deep emotional connections with customers. He is a highly sought-after keynote speaker for many conferences and corporate meetings world-wide.

Mr. Gruner holds a Master of Science degree in Strategic Management and a Bachelor of Science degree in Finance from Purdue University. He also serves as the Advisory Board Chair for Customer Contact Week (CCW) and as a Board Member for Nashville Ballet.