Manager of Office of Transformation Experience Design

Mastercard; New York (NY); On-site; USD 100,000 - 140,000; Full time

Job summary

Mastercard is embarking on a bold multi-year transformation to reinvent every moment of the customer and partner journey, from discovery to ongoing engagement. The User Experience Design Lead brings the end-user perspective into redesigns and ensures solutions are intuitive, usable, and responsive to AI-enabled ways of working.

In a cross-disciplinary team you will own user flows, journeys, wireframes, and prototypes, conduct research, test with users, and translate findings into human-centered

Qualifications

• Demonstrated experience in UX design for complex, enterprise, or B2B environments.
• Strong portfolio with end-to-end product design including research, ideation, prototyping, validation.
• Curiosity about how AI can enhance customer experiences and comfort prototyping AI-enabled interactions.
• Hands-on experience with Figma, Adobe Creative Cloud, or similar design tools.
• Pragmatic, collaborative mindset with the ability to move quickly, iterate thoughtfully, and refine when needed.
• Strong communication and storytelling skills to articulate design decisions and advocate for the user.

Responsibilities

• Own user flows, journeys, wireframes, and prototypes within a given Transformation effort from concept through validation.
• Empathize deeply with users and stakeholders; participate in discovery research, usability testing, and journey mapping.
• Simplify complex problems into clear, intuitive experiences with structured design thinking.
• Partner cross-functionally to align on problem statements, priorities, and trade-offs; incorporate user feedback.
• Translate research into action, ensuring redesigned processes reflect real customer needs for B2B audiences.
• Contribute to and extend Mastercard's design system while evolving patterns for new areas; prototype AI-enabled interactions.

Skills

UX design

Research

Prototyping

Figma

Adobe Creative Cloud

Communication

Design systems

AI concepts

Tools

Figma

Adobe Creative Cloud

Design systems

Job description

• The Transformation Team leads strategic change initiatives to reimagine how Mastercard works and scales, simplifies, and accelerates business outcomes
• The team partners across leadership, product, technology, and operations to design and implement new organizational models, embed AI across key workflows, drive enterprise-wide transformation programs, improve operating effectiveness, and ensure successful adoption of change
• By combining strategy, AI engineering, organizational design, change management, and program execution, the team helps align people, processes, and priorities to support long-term growth and business performance
• Mastercard is embarking on a bold multi-year transformation to reinvent every moment of the customer and partner journey, from discovery, customer onboarding, product integration, billing, and ongoing engagement
• The User Experience Design Lead brings the end-user perspective into the redesigned experience and ensures solutions are intuitive, usable, and responsive to AI-enabled ways of working
• Working as part of a cross-disciplinary team, you will own user flows, journeys, and prototypes, conduct research, test with users, and translate findings into human-centered designs
• The ideal candidate is a methodical, detail-oriented designer with strong research and prototyping skills, comfortable diving into ambiguous problem spaces and simplifying complexity
• Own user flows, journeys, wireframes, and prototypes within a given Transformation effort, from concept through validation, ensuring the redesigned experience is intuitive and usable
• Empathize deeply with users and stakeholders, participating in discovery research, usability testing, and journey mapping to surface actionable insights
• Simplify complex problems into clear, intuitive experiences with structured design thinking
• Partner cross-functionally to align on problem statements, priorities, and trade-offs, and ensure user feedback directly informs redesign decisions
• Translate research into action, ensuring redesigned processes reflect real customer needs for both B2B and B2B2C audiences
• Contribute to and extend Mastercard's design system, maintaining consistency while evolving patterns for new areas
• Explore how AI can enhance the end-user experience, prototyping AI-enabled interactions where they improve clarity and adoption
• Facilitate workshops to ideate, prototype, and validate early concepts

Demonstrated experience in UX design for complex, enterprise, or B2B environmentsA strong portfolio showing end-to-end product design work, including research, ideation, prototyping, and validationCuriosity about how AI can enhance customer experiences and comfort prototyping AI-enabled interactionsHands-on experience with Figma, Adobe Creative Cloud, or similar design toolsA pragmatic, collaborative mindset, with the judgment to move quickly, iterate thoughtfully, and refine when neededStrong communication and storytelling skills, with the ability to articulate design decisions and advocate for the user with diverse stakeholdersFamiliarity with user research and ability to translate findings into design decisions