UX Researcher

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

UX Researcher

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 UX Researcher to join the Mastercard Checkout Services (MACS) team. 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.
Our users within MACS fall into two broad groups
- consumers who use our Click to pay product during online checkout
- developers, designers, analysts, managers and various other B2B roles within issuing banks, merchants, and PSPs (Payment Service Providers). These merchants and issuers provide access or enable Click to pay via their apps, digital storefronts and checkout services.
This role is on the MACS design team working with both types of user groups described above. While you will be embedded as a researcher on a product design team working on MACS products, you’ll also be part of a much larger community of researchers within the CX&D Guild in Mastercard.
Role
This role will involve performing both discovery and evaluative research.
- Our consumer experience is relatively mature so most of the research on this will be evaluating new capabilities and concepts. We also have access to quantitative insights for our consumer products and regularly perform split tests.
- Other work is discovery orientated and involves supporting service design research – for example, researching, mapping and communicating the merchant developer experience.
As a UX researcher your responsibilities will include:
• Performing mostly qualitative research — interviews, moderated and unmoderated usability testing, occasional surveys and sentiment analysis. This work includes advising on research methods, organizing research, executing research, analyzing and communicating findings. You’ll rarely, if ever, be doing this alone. Our product designers support research activity.
• Supporting designers conducting research. We try to empower designers to carry out short, simple evaluative studies where needed – thus freeing up researchers to focus on more challenging work.
• Implementing a programme of work to continually monitor the user experience e.g. using short intercept surveys to gather feedback within our products, performing sentiment analysis.
• Developing other people’s research skills to enable them to become better researchers e.g. basic interview skills
• Communicating insights to stakeholders and supporting effective communication with product teams.
• Building and managing your own research backlog. You’ll report to the VP Product Design and Optimization who will be available to help with prioritization.
• We currently use Wevo, Discuss.io and Suzy so experience of these tools is an advantage, but we recognize many of tools are similar (e.g. UserTesting.com). We use FigJam as our virtual whiteboard and collaboration space.
• Working with our Director of Product Optimization to support their backlog of split test experiments to optimize the product.
About you
The ideal candidate should be:
- An experienced UX researcher with a strong track record in performing qualitative research as outlined above, ideally for B2B products.
- An outside-in thinker when it comes to uncovering customer needs, with experience when it comes to identifying the opportunities (or pitfalls) that defines focus for product design and product strategy.
- An effective and thoughtful communicator, able to distinguish between what’s important and what’s interesting and adjust their message for their audience.
- Highly collaborative, with a track record of working closely with designers and product teams.
- Familiar with supporting and maintaining solid research ops – using templates (and maintaining them), streamlining recruitment and empowering designers to conduct straightforward evaluative testing.
- Act with professional integrity, takes special care in information/data handling and dissemination.
- A good teacher/instructor, capable of developing the research skills of less experienced colleagues.

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.