Manager, Experience Research

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.

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.

The ideal candidate will be a methodical and thorough product researcher with solid research skills. The candidate must have demonstrable experience conducting discovery user research/usability testing, running workshops, validating concepts and prototypes, creating journey maps, analysing data to communicate actionable insights. They will work collaboratively with a Lead Experience Researcher and Product Experience Design Director to deliver user research/usability testing and apply insights. They need to quickly understand complex requirements and payments jargon to simplify the user journey for customers. This role may also involve working on other products, facilitating workshops, planning/executing user research projects in new markets, or building prototypes to demonstrate innovative new payment technologies.

Role:

• 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 such as in depth interviews, usability, desk research, quantitative analytics and surveys.
• Apply research methods to gather and distil 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.
• Understand relevant research methodologies and techniques and their appropriate application, such as blueprint maps and other deliverables to communicate research findings.
• Demonstrate standards of good research practice for their research area.
• Able to justify the principles and experimental techniques used.
• Coach and collaborate with team members and stakeholders to advocate for user centred design.
• Use a range of research methods to create own research documentation.
• Demonstrate growing competence in own subject area and is developing awareness of alternative methods and analysis techniques.
• Critically analyse and evaluate own findings and those of others.
• Identify key takeaways within findings efficiently.
• Compile findings into complete and compelling story for all stakeholders.
• Proficiently apply existing tools. Scan for new tools to improve workflow.
• Test new tools, and make a case for when applicable.
• Drive innovation and inform strategic roadmaps through research in new markets.
• Contribute to team values and culture priorities.
• Invest efforts in self-development goals and opportunities.
• Maintain and update research repo and participant index.

Experiences and Qualifications:

• Hands-on expertise in User Research function, including skillset in using best-practice methods to deliver accurate and ongoing customer insights.
• Visibility focused on sharing research insights to stakeholders.
• Demonstrated ability to execute tactical outputs and share, 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 research qual and quant.
• Support and lead recruitment activities, including liaising with third parties.
• User-Centred Design and/or Psychology/Anthropology and/or Creative Arts bachelor's degree.

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:

Every person working for, or on behalf of, Mastercard is responsible for information security. All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and therefore, it is expected that the successful candidate for this position must:

• 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.