Experience Research, Manager

Mastercard; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global payment technology company is seeking an Experience Research, Manager to lead user research for B2B payment solutions. The role involves managing multiple research projects across countries, collaborating with diverse teams, and ensuring that customer insights are effectively shared. The ideal candidate should have a solid background in user research and be capable of communicating complex findings to stakeholders.

Qualifications

• Hands-on expertise in user research functions and methodologies.
• Ability to execute research plans and share insights with stakeholders.
• Familiarity with Lean/Agile methodologies is desirable.

Responsibilities

• Manage multiple research projects across various countries.
• Lead research activities and gather actionable insights.
• Collaborate with cross-disciplinary teams to enhance user experience.

Skills

User Research expertise

Strong communication skills

Understanding of user-centered design

Experience with Agile methodologies

Proficiency in collaborative tools like Figma

Education

Bachelor’s degree in User Centred Design or related field

Tools

Figma

Microsoft Teams

Job description

Our Purpose

Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build asustainableeconomy where everyone can prosper. We support a wide range of digital payments choices, making transactionssecure, 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
• 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
• Applies research methods to gather and distil accurate, objective and actionable insights
• Provides insights to product teams at various stages of the product lifecycle to inform strategy and design decisions that lead to best-in-class experiences
• Understands relevant research methodologies and techniques and their appropriate application. Such as blueprint maps and other deliverables to communicate research findings.
• Demonstrates 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.
• Uses a range of research methods to create own research documentation
• Demonstrates growing competence in own subject area and is developing awareness of alternative methods and analysis techniques
• Critically analyses and evaluates own findings and those of others. Identifies key takeaways within findings efficiently.
• Compiles findings into complete and compelling story for all stakeholders.
• Proficiently applies existing tools. Scans for new tools to improve workflow. Tests new tools, and makes 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 on-going 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

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.