Product Design Manager

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

Product Design Manager

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.
Overview
Mastercard are looking for a Product Design Manager with experience of working on scaling global products and supporting customer success to join the Mastercard Checkout Services (MACS) team.
Our customers fall into two broad groups – consumers who use our Click to pay product during online checkout, and the merchants, issuers and PSPs (Payment Service Providers) who provide access to Click to pay via their apps, digital storefronts and checkout services.
Our customers include issuing banks, merchants, and payment service providers implementing our real-time payment solutions. We are building products to enable digital payment experiences at scale such as Click to Pay (a digital wallet) and Secure Card on File (Payment card tokenization). Our mission is to make online payments simple, frictionless and secure. Our customers, and our customers' experience, are multi-faceted and globally diverse.
Role
This is player-coach position. This role combines line management responsibility (3-4 people) and hands-on design leadership, leading the work of a design team focused on B2B customer’s needs (banks, merchants and payment service providers).
The work involves researching, mapping, communicating and designing the user experience of our customers and collaborating with cross-functional teams, including Product Managers, Engineers, Product Owners, Customer Enablement (Acceptance) and teammates within the CX&D (Customer Experience & Design) team.
As a design leader your responsibilities will include:
• Researching, mapping and communicating the user experience – our users could be developers and designers working for an issuing bank using our APIs or staff using a back-office system provided by Mastercard.
• Advocating a customer-centric approach by helping product teams focus on customer problems, opportunities and successful outcomes.
• Managing your team – setting their goals and priorities, improving processes, fostering a culture of performance and developing talent.
• Helping design or facilitate workshops (internally or with customers).
• Building prototypes to demonstrate or test new capabilities with customers.
• Streamlining the customer experience to enable customers to self-serve successfully across as much of the customer journey as possible.
• Where necessary, supporting our GTM (Go To Market) teams and largest customers to achieve the highest quality of implementations (Mastercard’s Gold Standard).
• We use Figma and FigJam mainly so experience of these tools is an advantage but we recognize many of tools are similar (e.g. Mural, Miro).
About you
The ideal candidate should be:
- An experienced people manager and hands-on B2B product designer. Some aspects of the product experience are extended over time, fragmented and complex (e.g. developer experience).
- Able to showcase your experience of applied service design - mapping and communicating complex customer journeys using a visual framework e.g. flowcharts, customer journey maps, service blueprints, opportunity solution trees etc. The more the better.
- Able to place your teams work within overall product strategy and contribute to product strategy discussions.
- An inquisitive problem solver with the ability to find simple solutions to complex problems.
- A great communicator and cross-team collaborator, working with a wide variety of stakeholders. Some of our customers may be Mastercard employees.
- Have some experience in experience design for global API products and developer experience.
- Highly collaborative, with a track record of working closely with product teams from high-level epic down through delivery in production and beyond to customer success.
- Familiar with supporting and maintaining solid design ops - documentation, maintaining Figma libraries and design ops activities like process improvement.
- Work closely with BAs, developers and the product owner promoting the needs of the user.
- Proven experience delivering a high standard of output in a fast-paced enterprise.

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.