Senior Specialist, Experience Researcher
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. 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.
Requirements
- 5+ years of experience in UX research, data analytics, or a related field, preferably in a product-led or digital environment.
- Strong expertise in qualitative and quantitative research methods (e.g., usability testing, interviews, surveys, ethnography) and experience conducting or supporting A/B tests and experimental design.
- Proficiency in analytics tools such as DOMO, Mixpanel, Amplitude, Tableau, Excel, or similar BI platforms.
- Demonstrated ability to translate complex data and research findings into clear, compelling narratives using strong oral and written communication skills.
- Familiarity with Design Thinking methodologies and experience applying them in cross-functional product teams.
- A strategic mindset with the ability to influence stakeholders at all levels and align research with business and customer needs.
- Experience leading cross-functional initiatives and presenting to senior leadership.
- A collaborative, inclusive approach to teamwork and a passion for mentoring others.
- Comfort balancing short-term delivery with long-term research planning.
- Curiosity and enthusiasm for evolving global consumer experiences in areas like payments, small business, digital identity, and loyalty.
- Strategic mindset with the ability to influence at all levels of the organization.
- Experience leading cross-functional initiatives and presenting to senior leadership.
- Comfortable balancing short-term delivery with long-term research planning.
- Passion for understanding user behavior and turning insight into measurable outcomes.
Responsibilities
- Participate in all phases of the research, strategy, and design process—from framing the problem and defining the design target to envisioning the future state experience and validating concepts.
- Develop and execute research approaches using a range of qualitative and quantitative methods, critically evaluating processes and applying statistical analysis where appropriate.
- Conduct generative and evaluative research, including drafting screeners, discussion guides, and surveys; moderate in-person and remote sessions; and collaborate with third-party vendors when needed.
- Apply critical thinking to synthesize findings, identify patterns and themes, and translate them into compelling insights and implications for product teams.
- Deliver insights at various stages of the product lifecycle to inform strategy and design decisions that lead to best-in-class experiences.
- Present key takeaways to stakeholders and confidently field questions during readouts.
- Guide research planning across teams, helping shape roadmaps and priorities based on user and business impact.
- Collaborate on experimentation frameworks (e.g., A/B testing, usability testing, cohort analysis) and integrate UX research with data analytics to inform product and business decisions.
- Ensure ethical research practices and data privacy standards are upheld across all initiatives.
- Contribute to the development of research best practices and mentor less experienced researchers.
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
