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
Manager, Experience Research
At Mastercard, we believe that the future of our business depends on our ability to help our partners define and deliver great experiences. In support of that, we are driving a comprehensive Customer Experience & Design (CX&D) program within Foundry to drive the creation of new innovative products developed using customer centric strategic and design approaches.
The delivery of excellent customer experience requires a strong performing cross functional team, harnessing the skills of the UX disciplines: Research, Product Experience Design, Content Design, Experience Strategy, and more. The Experience Researcher is a key member of the team who is responsible for helping to define, shape and test strategies and great experiences for our customers and consumers.
• Are you a rising Experience Researcher with a passion for shaping and executing fit for purpose customer research?
• Are you observant, curious and passionate about helping build the best possible experience for customers?
• Do you thrive on unearthing actionable insights that drive strategic product and design decisions?
• Do you have a passion for understanding evolving behavioral shifts, exploring new verticals and innovating with new business models and technologies?
• Do you possess a high energy, can-do attitude?
• Do you want to be a part of a collaborative environment working across multiple geographies?
The ideal candidate is self-confident in executing against research plans, gathering insights through active listening and observation to validate hypotheses and concepts.
The ideal candidate will be responsible for executing methods such as: usability lab studies, ethnographic field studies, remote testing, competitive evaluations, participatory design sessions, surveys, heuristic evaluations, and other approaches based on need.
Role
• Drive and lead complex multi-staged initiatives to ensure overall success, delivering timely insights that facilitate development of new or improved customer experiences
• Ensures the application of best-practices to gather and distill accurate, objective and actionable insights
• Delivers insights to product teams at various stages of the product lifecycle to inform strategy and design decisions that lead to best in class experiences
• Applies a range of standards, methods and techniques for data collection and analysis
• Assesses and demonstrates usefulness and validity of data in the context of a specific problem or question. Creatively problem solves research challenges
• Develops research approach and applies a range of appropriate methods and techniques with confidence. Able to critically evaluate research processes, using statistics where appropriate.
• Can analyze findings across multiple methods to identify key takeaways
• Ensures research contributes to the functional area and to wider aims of all stakeholders and the business group
• Acts with professional integrity and honesty, takes special care in information/data handling and dissemination and engagement
• LEAD
• Mentor and teach peer team members to grow and learn
• Identify and attract top talent, guide and cultivate team members to grow and gain expertise according to operating model
• Develops the analytical skills of less experienced researchers and staff.
• Provide direction on initiatives
• Demonstrate and contribute to team values and culture priorities
• Surface growth and development opportunities for self and peers
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.
#J-18808-Ljbffr