AI Transforms Learning and Development at Mastercard

Mastercard recently launched its innovative learning platform, “Unlocked,” which aims to enhance employee development through artificial intelligence (AI). This initiative, created in partnership with Microsoft, is part of a broader research playbook titled “Leading Learning in the AI Era.” The playbook explores the transformative impact of AI on learning and development (L&D) within organizations, providing valuable insights and case studies from various companies.

As concerns grow about AI’s effects on employment, the technology presents significant opportunities for workers to enhance their skills and career trajectories within their current organizations. By leveraging AI, companies can identify employee competencies, offer personalized training, and promote internal candidates for open positions. This strategy not only fosters a more engaged corporate culture but also enhances operational efficiency.

Mastercard’s Innovative Approach to Talent Development

Mastercard’s “Unlocked” platform, which became available to its global workforce in 2022, serves as a prime example of how AI can revolutionize internal talent marketplaces. With over 35,000 employees, the platform enables Mastercard employees to explore internal job opportunities, projects, and mentorship programs tailored to their individual skills and aspirations.

In an interview, Lucrecia Borgonovo, Mastercard’s Chief Talent and Organizational Effectiveness Officer, highlighted how “Unlocked” empowers employees to take charge of their professional growth. Unlike traditional L&D approaches that often rely on generic training courses, this platform allows workers to create personalized development pathways. Borgonovo noted, “More than 90% of our employees are registered with the platform, and one-third made internal career moves within a year.”

This shift toward personalized learning not only benefits the employees but also positions Mastercard as a leader in talent development in an increasingly competitive landscape. By integrating learning into daily workflows, employees can acquire new skills in real-time, fostering a culture of continuous improvement.

The Role of AI in Learning and Mentorship

The use of AI extends beyond training courses. Mastercard has transitioned from the conventional model of pausing work for training sessions to an integrated learning experience. Borgonovo shared a compelling example of a product development manager who learned advanced data analysis and strategic planning while working on a cross-functional project. AI guided them to relevant micro-learning modules, demonstrating that it is possible to learn while delivering impactful results.

Additionally, AI has transformed mentorship dynamics within the company. Previously, mentorship relationships depended on personal networks and proximity. Now, the “Unlocked” platform connects employees based on shared skills and aspirations, regardless of their geographical locations. This has led to a significant increase in mentorship participation and has enriched the learning environment by exposing employees to diverse perspectives.

Mastercard also introduced an AI-powered coaching tool named “Cai” to further enhance leadership development. This tool democratizes access to personalized coaching, making it available to leaders at all levels. Borgonovo emphasized that “Cai is transforming leadership development by making coaching always-on, personalized, and scalable.”

As the workforce evolves with advancements in AI, Mastercard has adopted a tiered strategy to prepare employees for the future. This includes foundational AI training for all employees, role-specific skill-building, and reskilling initiatives for those in positions likely to be affected by AI. This commitment to continuous learning positions Mastercard to remain agile in an ever-changing market.

Overall, the emergence of AI in L&D practices is reshaping how companies approach employee development. Mastercard’s innovative strategies not only enhance employee satisfaction and engagement but also contribute to the company’s overall performance. With employees spending over one million hours on the “Unlocked” platform, the organization is harnessing the full potential of its workforce while preparing for the future.