Manager, Experience Research

• Understand and empathize with B2B customer needs through research
• Manage multiple research projects including multi-country international research across multiple initiatives
• Lead and shape research activities such as responding to research briefs, identifying appropriate research methods such as in depth interviews, usability, desk research, quantitative analytics and surveys
• Applies research methods to gather and distil accurate, objective and actionable insights
• Provides insights to product teams at various stages of the product lifecycle to inform strategy and design decisions that lead to best-in-class experiences
• Understands relevant research methodologies and techniques and their appropriate application
• Demonstrates standards of good research practice for their research area
• Coach and collaborate with team members and stakeholders to advocate for user centred design
• Uses a range of research methods to create own research documentation
• Critically analyses and evaluates own findings and those of others
• Compiles findings into complete and compelling story for all stakeholders
• Proficiently applies existing tools
• Drive innovation and inform strategic roadmaps through research in new markets
• Contribute to team values and culture priorities
• Invest efforts in self-development goals and opportunities
• Maintain and update research repo and participant index
• Assist in setting up a product research function within Mastercard Real Time Payment Global organisation
• Produce research guides, reports, personas, blueprint maps
• Manage end-to-end research projects
• Present research findings to senior stakeholders
• Create and maintain a product research database/repository

• Hands-on expertise in User Research function, including skillset in using best-practice methods to deliver accurate and on-going customer insights
• Demonstrated ability to execute tactical outputs and share, and store insights that aligns with strategic direction and intended outcomes
• Understanding of user-centred design processes
• Familiarity with Lean/Agile methodologies
• Proficiency in collaborative tools like Figma and Teams
• Strong communication and storytelling skills
• Ability to plan and execute research qual and quant
• Support and lead recruitment activities, including liaising with third parties
• User Centred Design and/or Psychology/Anthropology and/or Creative Arts bachelor’s degree

Knowledge of B2B complex applications, products and services