LANCE-GRUNER

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About Lance

  • Senior Advisor
  • Board & Retained Consulting Senior Adviso
  • Board and Retained Consulting

Lance Gruner Advisory

Lance serves as a retained senior advisor to CEOs and executive leadership teams in the FinTech, Travel, Hospitality, and SaaS industries, providing strategic counsel on:
AI & Digital Transformation

guiding enterprise AI adoption, data strategy, and automation without reinforcing broken processes.

Customer Experience (CX) & Growth

designing customer-centric strategies that improve satisfaction, loyalty, and retention while driving operational efficiency.

Operational & Organizational Leadership

advising on governance, product capability assessments, footprint expansion, and executive team effectiveness.

Current advisory work includes engagements with Fortune 500 companies, PE-backed firms, and high-growth innovators.
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Unique Edge

I sit at the intersection of customer experience, digital transformation, and global operations. Areas where most companies are under pressure and struggling to get it right. Having scaled organizations from startups to Fortune 500s, I know how to balance innovation with operational rigor and translate strategy into measurable results.

About Lance

Global C-suite executive, board member, and senior advisor with 20+ years of experience driving customer experience (CX), digital transformation, and operations at scale across fintech, travel, hospitality, and financial services. Recognized for leading enterprise-wide AI adoption, embedding operational rigor, and aligning customer strategy with measurable business outcomes.
Following my tenure as EVP of Global Customer Care & Experience at Mastercard, I now serve as a retained senior advisor to CEOs, boards, and executive teams—helping organizations navigate transformation with clarity and impact. My advisory work spans:
  • AI & Digital Transformation: Ensuring technology enables-not complicates - the customer journey.
  • Customer Experience & Loyalty: Building service models that earn trust, retention, and growth.
  • Operational Leadership: Guiding governance, organizational design, and product capability strategy.
In addition to advisory work, I am active in board service, keynote speaking, and industry thought leadership, with a focus on the future of AI and customer experience.
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Proof Points

Enterprise Transformation at Scale

As EVP of Global Customer Care & Experience at Mastercard, I led AI-enabled initiatives that delivered $300M+ in savings and a 22% uplift in customer satisfaction across a global footprint.

Growth in Complex Industries

In hospitality, I drove 500% ADR growth at Southfork Management Company. In fintech and travel, I built businesses spanning 200+ countries, navigating regulation, market entry, and customer trust.

Recognition & Credibility

Multiple CIO 100 awards for AI-driven innovation, 20+ years in CX leadership, and trusted board and advisory roles across fintech, SaaS, and hospitality.

My mission remains clear

to advance the industry through leadership, education, and meaningful customer initiatives that create lasting brand value.
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Unique Edge

I sit at the intersection of customer experience, digital transformation, and global operations. Areas where most companies are under pressure and struggling to get it right. Having scaled organizations from startups to Fortune 500s, I know how to balance innovation with operational rigor and translate strategy into measurable results.

Proof Points

  • Enterprise Transformation at Scale: As EVP of Global Customer Care & Experience at Mastercard, I led AI-enabled initiatives that delivered $300M+ in savings and a 22% uplift in customer satisfaction across a global footprint.
  • Growth in Complex Industries: In hospitality, I drove 500% ADR growth at Southfork Management Company. In fintech and travel, I built businesses spanning 200+ countries, navigating regulation, market entry, and customer trust.
  • Recognition & Credibility: Multiple CIO 100 awards for AI-driven innovation, 20+ years in CX leadership, and trusted board and advisory roles across fintech, SaaS, and hospitality.

Proven value

Companies don’t need generic advisors. They need leaders who have “walked the property” and understand where customer pain points and operational inefficiencies hide. I bring:
AI & Digital Strategy

Adopting technology without reinforcing broken processes.

CX Leadership

Turning customer experience into a competitive advantage that drives loyalty and revenue.

Operational Governance

Helping boards and CEOs de-risk growth, expand intelligently, and build scalable foundations.

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