Lead, Product Experience Design
About The Position
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. We are seeking an experienced User Experience Design Subject Matter Expert to help shape and scale the user experience for our enterprise Product Onboarding Strategy, ensuring onboarding journeys are intuitive, consistent, and customer-centered across our product portfolio. As the User Experience Design SME, you will lead the experience design strategy for Product Onboarding, helping define how customers and internal users interact with onboarding capabilities across platforms such as Settings, SCM, ODT, and Product Express. You will translate complex onboarding processes into intuitive end-to-end user journeys, identify friction points, and design scalable experience patterns that improve usability, transparency, and efficiency. Your work will help ensure the onboarding experience is not only functionally sound, but also cohesive, accessible, and aligned to enterprise design standards.
Requirements
- Proven experience designing complex enterprise or platform-based user experiences.
- Strong ability to translate ambiguous problems into clear, intuitive end-to-end journeys.
- Demonstrated success shaping design direction across cross-functional and matrixed teams.
- Deep knowledge of UX methods including journey mapping, interaction design, wireframing, prototyping, and usability evaluation.
- Strong understanding of how to design for both customer-facing and internal operational experiences.
- Ability to simplify complex workflows and reduce user friction through thoughtful design.
- Experience creating reusable design patterns, frameworks, and scalable experience models.
- Ability to balance enterprise consistency with product and regional flexibility.
- Comfortable working across interconnected systems, processes, and user touchpoints.
- Exceptional partnership skills across Product, Engineering, Delivery, and business stakeholders.
- Ability to influence strategy and decision-making without direct authority.
- Strong communication skills with the ability to explain design rationale clearly to both executive and working teams.
- Deep commitment to improving customer experience and enabling more intuitive, transparent onboarding journeys.
- Experience leveraging user research, customer feedback, pilot insights, and data to inform design decisions.
- Passion for designing experiences that enable self-service, confidence, and speed at scale.
- Ability to move from concept to detailed design guidance while staying anchored in intended outcomes.
- Experience contributing to design governance, standards, and review processes.
- Strong attention to detail with a focus on usability, accessibility, and consistency.
Nice To Haves
- Experience in onboarding, workflow design, configuration tools, or enterprise enablement platforms.
- Familiarity with enterprise ecosystems, shared capabilities, and cross-platform experience design.
Responsibilities
- Lead the experience design strategy for Product Onboarding.
- Define how customers and internal users interact with onboarding capabilities across platforms.
- Translate complex onboarding processes into intuitive end-to-end user journeys.
- Identify friction points in onboarding processes.
- Design scalable experience patterns that improve usability, transparency, and efficiency.
- Ensure the onboarding experience is cohesive, accessible, and aligned to enterprise design standards.
Benefits
- insurance (including medical, prescription drug, dental, vision, disability, life insurance)
- flexible spending account and health savings account
- 16 weeks of new parent leave
- up to 20 days of bereavement leave
- 80 hours of Paid Sick and Safe Time
- 25 days of vacation time
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
