Manager Experience Research at Mastercard
Purpose
Mastercard powers economies and empowers people in 200+ countries and territories worldwide. We help build a sustainable economy where everyone can prosper. By offering secure, simple, smart, and accessible digital payment choices, our technology, innovation, partnerships, and networks deliver products and services that realize the greatest potential for people, businesses, and governments.
Overview
We are excited to announce a new opportunity for an Experience Research Manager in our Experience Strategy and Research team, within the Customer Experience and Design team at Mastercard Foundry. The Foundry is an interdisciplinary group focused on de‑risking and delivering new, customer‑centric solutions.
Key Responsibilities
* Collaborate in identifying and prioritizing the riskiest assumptions to de‑risk.
* Identify optimal research approaches, considering business needs and project phase.
* Design and conduct rigorous, mixed‑methods research studies across all phases of the product development lifecycle.
* Define research plans, goals and objectives; develop recruitment screeners, discussion guides, and surveys.
* Partner with third‑party vendors to execute and scale research plans as needed.
* Synthesize qualitative and quantitative data into clear insights, opportunity areas, and actionable recommendations.
* Communicate research findings through compelling storytelling, presentations, and reports to senior stakeholders.
* Collaborate closely with experience strategy to translate insights into strategic frameworks, value propositions, and MVP hypotheses.
* Support planning and facilitation of cross‑functional design thinking workshops.
* Collaborate with the CX team to design optimal testing stimuli.
* Champion a research‑driven culture by sharing knowledge and advocating for user‑centred decision making.
* Anticipate and adapt research approaches based on new learnings and constraints.
* Manage multiple research projects simultaneously in a fast‑paced environment.
* Continuously learn, experiment with new tools and methods, and contribute to evolving best practices.
* Use curiosity for cultural and technology trends to identify opportunities for innovation.
All About You (Qualifications)
* Degree in a research‑related field such as Human‑Computer Interaction, Psychology, Anthropology, Sociology, Behavioral Economics, Marketing, etc.
* At least 6 years of experience in user experience research, market research, behavioural research, or related fields within innovation‑driven organisations.
* Proven expertise in qualitative and quantitative research methods including ethnography, contextual inquiry, usability testing, surveys, analytics interpretation, and experimental design.
* Strong experience synthesising complex data sets and translating findings into actionable insights that influence product and business strategy.
* Familiarity with product development lifecycles, MVP concept testing, and iterative design processes.
* Strong storytelling and communication skills; experience presenting research findings to senior executives and diverse audiences.
* Ability to thrive in ambiguity and balance multiple priorities across global, cross‑functional teams.
* Curious about the global evolution of consumer experiences across payments, small business, digital identity, marketplaces, loyalty, and beyond.
* A collaborative and inclusive team player who builds relationships across silos.
* Passionate about improving the world through “doing well by doing good”.
Some Practicalities
* This is a hybrid role; you must be able to attend the local office (Angel Lane, London) an average of 3 days per week.
Corporate Security Responsibility
* Abide by Mastercard’s security policies and practices.
* Ensure the confidentiality and integrity of the information accessed.
* Report any suspected information security violation or breach.
* Complete all mandatory security training per 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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