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 and Summary

Experience Research, Manager

Who is Mastercard?

Mastercard is a global technology company in the payments industry. Our mission is 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. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.



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
•\tUnderstand and empathize with B2B customer needs through research.
•\tManage multiple research projects including multi-country international research across multiple initiatives
•\tLead 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
•\tApplies research methods to gather and distil accurate, objective and actionable insights
•\tProvides insights to product teams at various stages of the product lifecycle to inform strategy and design decisions that lead to best-in-class experiences
•\tUnderstands relevant research methodologies and techniques and their appropriate application. Such as blueprint maps and other deliverables to communicate research findings.
•\tDemonstrates 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.
•\tUses a range of research methods to create own research documentation
•\tDemonstrates growing competence in own subject area and is developing awareness of alternative methods and analysis techniques
•\tCritically analyses and evaluates own findings and those of others. Identifies key takeaways within findings efficiently.
•\tCompiles findings into complete and compelling story for all stakeholders.
•\tProficiently applies existing tools. Scans for new tools to improve workflow. Tests new tools, and makes a case for when applicable
•\tDrive innovation and inform strategic roadmaps through research in new markets.
•\tContribute to team values and culture priorities
•\tInvest efforts in self-development goals and opportunities
•\tMaintain and update research repo and participant index


Experiences and qualifications
•\tHands-on expertise in User Research function, including skillset in using best-practice methods to deliver accurate and on-going customer insights.
•\tVisibility focused on sharing research insights to stakeholders.
•\tDemonstrated ability to execute tactical outputs and share, and store insights that aligns with strategic direction and intended outcomes.
•\tUnderstanding of user-centred design processes.
•\tFamiliarity with Lean/Agile methodologies.
•\tProficiency in collaborative tools like Figma and Teams.
•\tStrong communication and storytelling skills.
•\tAbility to plan and execute research qual and quant
•\tSupport and lead recruitment activities, including liaising with third parties.
•\tUser Centred Design and/or Psychology/Anthropology and/or Creative Arts bachelor’s degree.


Additional responsibilities
•\tAssist in setting up a product research function within Mastercard Real Time Payment Global organisation.
•\tProduce research guides, reports, personas, blueprint maps
•\tManage end-to-end research projects.
•\tPresent research findings to senior stakeholders.
•\tCreate and maintain a product research database/repository.
Personal Attributes
•\tEnergetic, friendly, and eager to learn and educate.
•\tCollaborative and pragmatic approach to work.
•\tAbility to solve complex problems innovatively.
•\tExcellent communication and storytelling skills.
•\tCan work independently and manage your own time.
•\tKnowledge of B2B complex applications, products and services.

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.