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

Senior Specialist, Experience Research

The Customer Experience & Design Team (CXD) within Corporate Solutions is looking for a Senior Experience Researcher to deepen our understanding of customer needs and behaviors across B2B products and services. The ideal candidate is eager to learn how to better execute against research plans and gather insights to validate hypothesis and concepts, highly motivated, intellectually curious, detail-oriented, and possesses a collaborative mindset. The position is based in London with hybrid flexibility.

Role
In this role, you’ll drive the research initiatives that uncover actionable insights to inform experience strategy, design decisions and product development. You’ll collaborate closely with product designers, experience strategists, and product managers to shape end-to-end experiences that meets the needs of diverse user types across global regions.

As a key contributor to the CXD team, you’ll help scale research operations, elevate research quality and ensure our solutions are grounded in a deep understanding of user needs and behaviors.

Responsibilities:
•\tParticipate in all phases of the research, strategy and design process from framing the right problem to solve and defining the design target all the way through to defining the vision, and future state experience to the validation of concepts
•\tDisplay understanding of what problem the team is trying to solve and can execute end-customer research activities to ensure research contributes to informed decision-making and implications for product team
•\tFollow simple to complex research plans to achieve research objectives, aligning with team goals to support decision-making and implications.
•\tCreate research plan, draft recruitment screeners, discussion guides and surveys for generative and evaluative research
•\tModerate in-person and remote one-on-one interview sessions. Ability to work with third party vendors to execute on research plans when needed
•\tApply critical thinking skills to analyse and synthesise findings without bias, recognising patterns and themes that are formulated into compelling draft stories that articulate insights and implications
•\tApply a creative approach to problem solving
•\tManage timelines and input from design and business stakeholders and contribute to the product design and development process with insights discovered from research
•\tBe open to new challenges and have a desire to develop as a researcher and learn new skills, while also codifying best practices

All About You
•\tPractical experience in deploying qualitative and quantitative research methods throughout the product development life cycle from conceptualisation to launch
•\tAble to support findings with storytelling, usability, and cognitive principles. Strong oral and written skills
•\tApproach research and design as an iterative process with users at its center
•\tFamiliar with Design Thinking and/or have worked on projects which were driven by Design Thinking methodologies
•\tPossess a curiosity for cultural and technology trends, innovation, CX&Design and experience-based thinking
•\tConsidered a collaborative and inclusive team player
•\tExcited about the global evolution of customer experiences in the world of payments, B2B commercial products and services
•\tSelf-starter, autonomous, problem-solver and can execute with minimum support from managers and senior-level peers
•\tClear communicator with strong organisational skills
•\tAble to manage priorities in a fast-paced, fluid environment
•\tStrong organisational skills and keen attention to detail
•\tFamiliarity with Figma, design systems, UI libraries or UI kits is a plus
•\tKnowledge of the latest accessibility guidelines and best practices (WCAG 2.2 AA) is a plus

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.