Manager, Experience Strategy in London

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.

Job Title

Manager, Experience Strategy

Overview

At Mastercard, we believe that the future of our business depends on our ability to define and deliver great experiences. The Mastercard Foundry – an interdisciplinary group comprising a CXD (customer experience & design) team, product managers, data scientists, technologists and more – powers Mastercard to deliver new and differentiated customer‑centric solutions.

About The Team

Our Experience Strategy & Research team, within CXD, leads early‑stage product innovation by uncovering customer needs, identifying opportunities, and translating insights into strategic direction for product and business teams. We operate across discovery, problem definition, and concept development, ensuring that new products and experiences are grounded in customer needs, market dynamics, and organizational objectives.

We focus on de‑risking key customer, product, and business assumptions throughout the product innovation lifecycle, while fostering a continuous learning culture that drives more informed decisions and accelerates innovation.

Candidate Profile

• Passion for delivering great end‑to‑end experiences across different customer segments.
• Curiosity about evolving consumer and business user behaviors, technology innovation, and strategic foresights.
• Strong track record in practicing design thinking and user centered design.
• Comfortable presenting to senior stakeholders and using storytelling to frame narratives.
• High energy, can‑do attitude, desire to succeed, and comfortable with ambiguity.
• Familiar with experience modelling, crafting value propositions, and journey mapping to define future state experiences.
• Willing to work collaboratively across multiple geographies.

Key Responsibilities

• Participate from early discovery of the problem space through MVP definition – identifying customer needs, uncovering the right problems to solve, defining future opportunities, and crafting a clear value proposition and visions for Mastercard’s new product development portfolios.
• Translate insights into actionable recommendations that inform product roadmaps, MVP definitions, and prioritization frameworks before the development phase.
• Explore behavioral, experience, and technology trends to inform strategic thinking and outcomes.
• Identify, track, and analyze societal, behavioral, consumer, and landscape trends to develop strategic foresights on disruptive forces.
• Define and frame problem statements and strategic opportunities to guide product and experience development.
• Design and facilitate collaborative cross‑disciplinary workshops to drive alignment, ideation, and/or prioritization.
• Develop compelling narratives and presentations that communicate strategic rationale and influence senior stakeholders.
• Embrace new challenges, develop as a strategist, and learn new skills.
• Contribute to the Customer Experience & Design community by broadening and maturing the understanding of Experience Strategy as a discipline.

Qualifications

• Bachelor’s in Design, Business, Economics, Psychology, Marketing, Digital Media, MultiMedia, Computer Science, Mathematics, Geography, or a related field.
• Minimum of 7 years’ experience in experience strategy, product strategy, innovation consulting, services design, or related Design Thinking field.
• Ability to synthesize complex qualitative and quantitative data into insights, implications, and strategic recommendations with proven impact on product and business decisions.
• Excellent facilitation and communication skills, with experience guiding cross‑functional teams through ambiguity to actionable decisions; experienced in shaping and facilitating design thinking workshops.
• Strong understanding of product development, including MVP scoping, roadmap prioritization, and strategic planning processes.
• Familiarity with user research methodologies and ability to collaborate effectively with research teams.
• Very experienced with a variety of experience strategy frameworks and able to identify and apply appropriate methodologies on projects.
• Ability to work effectively in fast‑paced, rapidly evolving, and ambiguous environments with multiple stakeholders.
• Experience exploring future trends, identifying strategic foresights, and developing plausible future scenarios; curious about cultural and technology trends, innovation, CX & Design, and experience‑based thinking.
• Collaborative and inclusive team player, who can build relationships and foster connections across silos.
• Skilled at executive presentations and messaging, facilitating senior conversations, and articulating complex concepts clearly and persuasively to senior audiences.
• Curious about the global evolution of customer and consumer experiences in the world of payments, digital identity, consumer loyalty, and beyond.

Practicalities

• Occasional travel may be required.
• This is a hybrid role and you must be able to attend the local office an average of 3 days a week.

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.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Business Development and Sales

Industries

Financial Services, IT Services and IT Consulting, and Technology, Information and Internet

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