Our Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships and networks combine to deliver a unique set of products and services that help people, businesses and governments realize their greatest potential.
Title: Manager, Experience Research
Overview
As a Product Experience Research Manager within Mastercard’s Real Time Payments Global organisation, you will be responsible for the customer experience of a new iteration of one of the world’s leading B2B real‑time payment infrastructure solutions. This role involves working on product research for multiple products intended to form part of the national banking infrastructure for numerous countries worldwide. As part of a cross‑disciplinary agile team, you will work alongside Product Managers, Product Owners, and within a wider CX & Design team in a highly collaborative environment.
Role & Responsibilities
- Understand and empathize with B2B customer needs through research.
- Manage multiple research projects including multi‑country international research across multiple initiatives.
- Lead and shape research activities such as responding to research briefs, identifying appropriate research methods including in‑depth interviews, usability tests, desk research, quantitative analytics and surveys.
- Apply research methods to gather and distill accurate, objective and actionable insights.
- Provide insights to product teams at various stages of the product lifecycle to inform strategy and design decisions that lead to best‑in‑class experiences.
- Use research methodologies and techniques such as blueprint maps and other deliverables to communicate findings.
- Demonstrate good research practice standards for your research area and justify your principles and experimental techniques.
- Coach and collaborate with team members and stakeholders to advocate for user‑centred design.
- Create own research documentation using a range of research methods.
- Critically analyze and evaluate findings to identify key takeaways efficiently.
- Compile findings into a compelling story for all stakeholders.
- Proficiently apply existing tools, scan for new tools to improve workflow, test new tools and make a case for adoption.
- Drive innovation and inform strategic roadmaps through research in new markets.
- Contribute to team values and culture priorities.
- Invest effort in self‑development goals and opportunities.
- Maintain and update research repository and participant index.
Experiences & Qualifications
- Hands‑on expertise in User Research function with proven skillset in best‑practice methods to deliver accurate and ongoing customer insights.
- Visibility focused on sharing research insights with stakeholders.
- Demonstrated ability to execute tactical outputs and store insights that aligns with strategic direction and intended outcomes.
- Understanding of user‑centred design processes.
- Familiarity with Lean/Agile methodologies.
- Proficiency in collaborative tools like Figma and Teams.
- Strong communication and storytelling skills.
- Ability to plan and execute qualitative and quantitative research.
- Support and lead recruitment activities, including liaising with third parties.
- Degree in User Centred Design, Psychology, Anthropology, Creative Arts, or related field.
Additional Responsibilities
- Assist in setting up a product research function within Mastercard Real Time Payment Global organisation.
- Produce research guides, reports, personas, blueprint maps.
- Manage end‑to‑end research projects.
- Present research findings to senior stakeholders.
- Create and maintain a product research database/repository.
Personal Attributes
- Energetic, friendly, and eager to learn and educate.
- Collaborative and pragmatic approach to work.
- Ability to solve complex problems innovatively.
- Excellent communication and storytelling skills.
- Can work independently and manage your own time.
- Knowledge of B2B complex applications, products and services.
Corporate Security Responsibility
- Abide by Mastercard’s security policies and practices.
- Ensure the confidentiality and integrity of the information being accessed.
- Report any suspected information security violation or breach.
- Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
Note: Candidates go through a thorough screening and interview process. There is no need to include all preferred skills in the job description.
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