In a world racing toward AI transformation, most companies are asking: What should we automate? But Mastercard’s leaders are asking deeper questions: What is the work really made of? What’s the responsible way to redesign it? And how do we bring our people with us?
In a recent Reejig webinar, Siobhan Savage was joined by Mastercard’s JoAnn Stonier (Fellow of Data & AI) and Michael Fraccaro (Fellow and former Chief People Officer) to explore how leading companies are boldly, but responsibly, creating AI-powered workforces.
Here are the key takeaways.
The AI journey is not about jumping on the latest technology. According to JoAnn, it begins with business and data strategy:
"AI transformation isn't just about the tech. It's about your people, processes, and what kind of company you want to become."
Leaders need to rethink their entire operating models. Legal and HR. Product, finance, and beyond. It is not one big transformation. It is a continuous series of micro-transformations across the enterprise.
Most organizations begin with efficiency. The "defensive" use of AI:
That is just phase one. The real value comes when AI personalizes services, extends product capabilities, and fuels innovation. This journey requires:
One of the strongest messages from both JoAnn and Michael: HR and AI teams must work together from day one.
"If your AI team isn't thinking about people, who do you think is going to create the value?"
HR is critical to:
JoAnn added: "We need to train managers to supervise AI agents, because they're not just leading people anymore."
This is the Agent + Human Operating Model in practice.
While headlines focus on job loss fears, Mastercard sees more curiosity than anxiety.
"Our people are asking, 'How will this help me do my job better?'" - Michael
To channel that curiosity, leaders must:
Michael emphasized HR's role as a translator between AI strategy and workforce planning. "There's no playbook, but we can co-create one."
Traditional org charts and job titles do not reflect how work actually gets done. That is why Mastercard and other leading companies are:
This task-level visibility also produces smarter reskilling, better work movement, and more meaningful conversations with leadership.
"Jobs don't transform. Tasks do. That's where the real opportunity is." - Siobhan
Every enterprise is deploying AI. Almost none can see the work they're deploying it into.
JoAnn closed with an important reminder. Transformation is also emotional.
"Everyone is going through change. Leaders need to acknowledge that and bring empathy into the process."
Whether employees are curious, overwhelmed, or excited, it is the company's responsibility. Create space for learning, experimentation, and community.
Mastercard shows what responsible AI-powered transformation looks like. Not just adopting technology. Rethinking how work is done, and why.
By focusing on the intersection of people, data, and strategy, they are not just building an AI-ready workforce. They are building trust.
"This isn't just about skilling. It's about shaping how work evolves."
Book a demo to see how the Work Operating System makes work visible at the task level.