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MasterCard Manager, Experience Research in Boston, Massachusetts

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Manager, Experience Research

Role Title

Manager, Experience Research

About Us

Who is Mastercard?

We are the global technology company behind the world’s fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Overview

Role overview

As an Experience Strategist and Research Manager, User Experience in Mastercard Data and Services (D&S), you will thrive at the intersection of design, data, and technology. Working across multiple products and cross-functional partners, you will drive product experience strategy and user research practices with the goal of ensuring high consistency, scalability, and ease of rapid prototyping while solving the specific user problem at hand.

Occasionally, you will also be able to participate in design thinking workshops for new products and contribute to delivering quality design assets. If you have a passion for great user experiences backed by solid research that are making a positive impact on users and business, – then this role is for you!

Responsibilities

Participate in all phases of the research, strategy and design process from framing the right problem to solve and defining the design target all the way through to defining the vision, and future state experience to the validation of concepts.

Identify and bring alignment among stakeholders, ensure timely communication of progress and outcomes in an appropriate format

Contribute to prioritization of research efforts across a product area and advocate for appropriate allocation

Plan and execute continuous research discoveries across a product area to inform product evolution

Ensure research outcomes and artifacts are captured for future reference and insights are communicated to respective stakeholders and teams

Construct simple to complex research plans to achieve research objectives, lead and conduct generative and evaluative research methods. Ability to also lead engagements with third party vendor to execute on research plans.

Display understanding of what problem the team is trying to solve and can align end-customer research activities to ensure research contributes to informed decision-making and implications for product team

Apply critical thinking skills to analyze and synthesize findings without bias, recognizing patterns and themes that are formulated into complete and compelling stories that articulate insights and implications. Integrates knowledge of cultural nuances and trends.

Contribute to the development of research best practices, mentor and train other practitioners, be open to learning new skills themselves.

All About You

Basic Qualifications

At least 6 years of relevant professional experience

Advanced Degree or equivalent work experience in Human Factors, Human-Computer Interaction, Cognitive or Experimental Psychology, Cognitive Science or related field

Practical experience in deploying qualitative and quantitative research methods throughout the product development life cycle from conceptualization to launch.

Able to support findings with storytelling, usability, and cognitive principles. Strong oral and written skills.

Practice Design Thinking and have worked on projects which were driven by Design Thinking methodologies.

Considered a passionate, great thinker and practitioner in CX/Experience research and can demonstrate success in bringing digital products to market.

Well experienced in navigating complex projects with multiple stakeholders in large business settings.

Have exceptional analytical skills enabling you define strategies, make defensible recommendations, and shape research observations into insights and implications for both the experience and business.

Experience driving quality in all research efforts - qualitative and quantitative, formative and summative, strategic and tactical

Experience ensuring that the needs, behaviors and motivations of the users are represented in the product development process

Experience helping other researchers grow in their skills, expertise, knowledge and experience

Experience using Figma/Sketch/Adobe XD (Experience Design)

Ability to travel which is anticipated to be less than 20%

Preferred Qualifications

Product design experience in the payments, banking, analytics, or FinTech industries

Experience in analytics, big data and other insight driven roles

Experience in (and appreciation for) rapid prototyping and Lean UX

Passion for working in a global, highly diverse, multicultural working environment

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

About Mastercard

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and 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, and

Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and 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, and

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Requisition ID: R-159436

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