Manager, Usability Expert & User Researcher

Who is Mastercard?

We are the global technology company behind the world's fastest payments processing network. We are a vehicle for commerce, a connection to financial systems for the previously excluded, a technology innovation lab, and the home of Priceless ®. We ensure every employee has the opportunity to be a part of something bigger and to change lives. We believe as our company grows, so should you. We believe in connecting everyone to endless, priceless possibilities.

Job Title

Manager, Usability Expert & User Researcher

Overview
•We are looking for an experienced User Researcher/Usability expert) passionate about Human Factors, Human Computer Interaction (HCI), ergonomics and usability to join our rapidly growing, highly-innovative Product Development team specializing in digital data driven product design (especially, Edward Tufte's data visualization) at our headquarters in Purchase, New York. This is very much a "hands-on" research position.
•The research function works as part of wider cross-functional teams that form organically around data product ideas-collectively contributing to the rapid iteration of Prototypes and MVPs (Minimal Viable Products), mainly in the B2B and B2B2C arenas.
•Each design iteration is exposed to end-users at each cycle of our rapid design-test-redesign process, to ensure optimum usability and hence user traction.
•Prototype and MVP outputs include dashboards, widgets, chatbots, web applications, mobile applications, VUI voice interfaces, digital assistants, etc.-all in service of solving complex business challenges and with an ever increasing emphasis on Artificial Intelligence (AI) and Machine Learning (ML).

Role
•Participate in "Design Thinking" workshops-collaborating cross-functionally with Product Owners from Industry Verticals, Interaction and Visual Designers, front-end coders and others-to collaboratively and iteratively design early stage digital data products: Prototypes and Minimum Viable Products (MVPs)
•Specifically, expose said Prototypes and MVPs to end-users at each iteration, to gauge and measure user impact (perception and traction) and inform "go/no go" product advancement decisions
•Champion end-users and usability at all stages of iterative design
•Probe through research and user consultation the impact on users of the "art-of-the-possible" in the era of Big Data, Artificial Intelligence (AI) and Machine Learning (ML)
•Be part of a cross-functional team in a world-beating digital data product development practice
•Help define the next generation of data and data-driven products-and through doing so, help shape the future of Mastercard and its growth

All About You
Research:
•Experience in collecting, collating, and consuming User research
•Experience in running Usability Labs, and designing and executing usability tests
•Experience in participating in "Design Thinking" workshops with customers to identify requirements and ideate on potential product solutions
•Ability to identify best-in-class user experience through competitor analysis and other research
•Experience in competitive analysis, evaluating product-market fit and understanding market trends and expectations
•Experience of iterative "design-test-redesign" methodology to collect real user feedback to incorporate back into the design
Digital Product Design:
•Experience in informing and shaping the development of User Profiles, Archetypes and Personas, and user journeys through the application of User Research
•Experience in participating in rapid prototyping (Lean UX and Design Thinking) workshops
•Comfort in participating in rapid prototyping cycles and exposing end-users to prototypes of all levels of fidelity (from lo-fi paper prototypes to sophisticated interactive models)

Familiarity and experience in practicing a range of Ethnographic research techniques, including:
•On-line surveys
•Focus Groups
•Ethnographic observation
•Interviews
•Self-assessment diaries
•Other
Usability, Ergonomics and Human factors:
Demonstrable familiarity conducting:
•Heuristic evaluations
•Contextual Inquiry
•Usability labs (in person)
•Remote usability tests (using tools e.g. Morae; Validately; Ethno; LookBack; DScout etc.

•Deep experience in User Research
•Prior experience representing User Research in a world-beating User Experience (UX) team
•Experience working/multi-tasking in an extremely fast-paced startup-like environment
•Experience in client-facing engagements
•Empathetic champion of the user - passionate about the detail of great usability, interaction design and aesthetics to give the best possible User Experience (UX)
•Passionate about Human Computer Interaction (HCI); Cognitive Psychology; Human Factors; Usability; Ethnography
•Versed in-and passionate about-Edward Tufte's seminal design book: "The Visual Display of Quantitative Data"
•Passionate about the possibility of data driven experiences - so-called "emergent ontologies" (patterns in the data) driving UX and UI.
•Passionate about the potential for data, Artificial Intelligence (AI) and Machine Learning ML)
•Masters Degree or PhD. In Human Factors; Ergonomics; Usability; HCI; Anthropology;
•Demonstrable commitment to learning: insatiable to discover and evaluate new concepts and techniques in User Research
•Experience in business analysis is a plus
•Experience in interaction design and/or UX design is a plus
•Willing to travel

Equal Opportunity Employer


Meet Some of Mastercard's Employees

Charlotte N.

VP, Product Development & Innovation

Charlotte and the ACH Payments Team focus on the strategy, development, and commercialization of new products leveraging real-time payments technology. The team was formed in light of Mastercard’s entry into the real-time payments space and acquisition of the UK-based company Vocalink.

Nili K.

VP, Product Management

Nili works within Mastercard’s Digital Payments Division, focusing specifically on the company’s digital wallet and tokenization solutions in order to enhance the capabilities within each product.


Back to top