Location: new York, USA. Click inside to apply
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MastercardOur Purpose
We work 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. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.
Title and Summary
Manager, Experience Strategy & Discovery Insights
Overview
At Mastercard, we believe that the future of our business depends on our ability to define, help our partners define and deliver great experiences. In support of that, we are driving a comprehensive Customer Experience & Design (CX&D) program to improve the experience of customers, consumers, and employees who use our products and services globally to enrich their lives and businesses via payments and commerce. This team sits within the Mastercard Foundry – an interdisciplinary team from data scientists to technologists focused on powering Mastercard’s ability to deliver new and differentiated customer-centric solutions. We focus on the future and explore behaviors, trends, technologies, and actionable insights and foresights, that unlock customer value and drive business growth.
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 Manager, Experience Strategy is a key member of the team who is responsible for helping to define strategies and great experiences for our customers and consumers in the near-term, while also exploring unknown problem spaces that shape net new opportunities 3-5 years out.
• Are you a talented Experience Strategist with a passion for delivering great end-to-end experiences?
• Have you a strong track record in practicing design thinking and user centered design?
• Do you have a passion for understanding evolving consumer and business user behaviors, technology innovation, and strategic foresights?
• Are you comfortable with presenting to senior stakeholders and using storytelling to frame narratives for thought leadership?
• Do you possess a high energy, can-do attitude and strong sense of ownership /desire to succeed?
• Are you familiar with the practices of experience modelling, journey mapping, service design to define future state experiences?
• Do you want to be a part of a collaborative environment working across multiple geographies?
The Manager, Experience Strategy and Discovery Insights will shape product value propositions and play a critical role in driving customer and consumer-centric approaches to product development, partnering with business teams across product, technology, sales and other areas of the business. The role is strategic and suited to those that feel comfortable navigating multiple insight/research sources and collaborating with a cross-functional team to shape a pragmatic set of implications for both the business and the future-state experience.
We are looking for candidates that can demonstrate a background in the following or related fields; Experience/Product Strategy, Service Design, Design Thinking, Innovation, User Research, UX Design, Innovation and Business Strategy, Strategic Foresights/Futurists, Trend Analysis. Other complementary fields of interest may include: Brand Strategy, Behavioral Economics, Cultural/Social Studies, Anthropology, Data Analytics.
Role
• Participate in all phases of the 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, value propositions and early stage products.
• Demonstrate your expertise in the strategic framing of business, brand and CX challenges.
• Curiosity for curating behavioral, experience and technology trends that can be shared with team members to inform higher quality thinking and outcomes.
• Discover customer needs, frame the right customer understanding, identify the right problems to solve, outline future opportunities through a clear value proposition and vision for the future-state experience across Mastercard’s New Product development portfolios.
• Identify, track, and analyze societal, behavioral and consumer trends, and marketplace signals, that lead to foresights that drive a deep understanding of potentially disruptive forces that may impact the future
• Explore unknown problem spaces – often impacted by emerging technologies – and identify net new opportunities for 3-5 years out.
• Support facilitation of collaborative cross-disciplinary workshops to drive alignment, ideation, or prioritization.
• Develop compelling thought leadership.
• Craft strategic narratives and be comfortable presenting to senior executives.
• Manage timelines and input from design and business stakeholders and contribute to the product design and development process.
• Be open to new challenges and have a desire to develop as a strategist and learn new skills.
• Contribute both to the Customer Experience & Design community and support efforts to broaden and mature the understanding of Experience Strategy as a discipline with increased company demand for the skillset.
All About You
• Bachelors in Design, Business, Economics, Geography, Marketing, Digital Media, MultiMedia, Computer Science, or a related field.
• Practice Design Thinking and have worked on projects which were driven by Design Thinking methodologies.
• Have an accomplished work history from previous enterprise, consumer and/or mobile product strategy experience.
• Have a portfolio of CX work from previous engagements.
• Approach design and research as an iterative process with users at its center.
• Experienced in shaping and facilitating design thinking workshops to achieve focused objectives. International travel on occasion is required in this role.
• Have experience exploring future trends, identifying strategic foresights and developing plausible future scenarios.
• You are a passionate, great thinker and practitioner in CX/Experience strategy and can demonstrate success in bringing digital products to market.
• Possess a curiosity for cultural and technology trends, innovation, CX & Design and experience based thinking alongside sharing thought leadership.
• You are a collaborative and inclusive team player, who can build relationships and ensure connections across silos.
• You have excellent communication skills, have the ability to influence partners, and are able to articulate complex concepts clearly and persuasively to senior audiences.
• You are well experienced in navigating complex projects with multiple stakeholders in large business settings. Get excited about the global evolution of consumer experiences in the world of payments, digital identity, consumer loyalty and beyond.
• You have exceptional analytical skills enabling you define strategies, make defensible recommendations, and shape research observations into insights and implications for both the experience and business.
• Experience working with a B2B2C business ecosystem.
• Excited about improving the world through “doing well by doing good”.
In the US, Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please contact reasonable_accommodation@mastercard.com and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.
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:
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Abide by Mastercard’s security policies and practices;
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Ensure the confidentiality and integrity of the information being accessed;
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Report any suspected information security violation or breach, and
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Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.
In line with Mastercard’s total compensation philosophy and assuming that the job will be performed in the US, the successful candidate will be offered a competitive base salary based on location, experience and other qualifications for the role and may be eligible for an annual bonus or commissions depending on the role. Mastercard benefits for full time (and certain part time) employees generally include: insurance (including medical, prescription drug, dental, vision, disability, life insurance), flexible spending account and health savings account, paid leaves (including 16 weeks new parent leave, up to 20 paid days bereavement leave), 10 annual paid sick days, 10 or more annual paid vacation days based on level, 5 personal days, 10 annual paid U.S. observed holidays, 401k with a best-in-class company match, deferred compensation for eligible roles, fitness reimbursement or on-site fitness facilities, eligibility for tuition reimbursement, gender-inclusive benefits and many more.
