Senior Specialist, Experience Researcher

About the role

Mastercard is seeking a Senior Specialist, Experience Researcher to join its Customer Experience & Design (CX&D) program. In this role you will help define, shape and test strategies that deliver great experiences for Mastercard’s customers and consumers across a global portfolio of digital payment products.

Key responsibilities

• Design and execute research studies, including usability labs, ethnographic field work, remote testing, and competitive evaluations.
• Gather actionable insights through active listening, observation, and hypothesis validation.
• Collaborate with cross‑functional teams—product design, content design, experience strategy—to translate findings into strategic product and design decisions.
• Explore emerging behavioral trends, new verticals, and innovative business models to inform future product directions.
• Communicate research outcomes clearly to stakeholders across multiple geographies.

Required profile

• Observant, curious, and passionate about creating optimal customer experiences.
• Strong analytical mindset with the ability to uncover insights that drive strategic decisions.
• High energy, can‑do attitude and eagerness to learn and grow research capabilities.
• Comfortable working in a collaborative, multi‑regional environment.

Required skills

• Usability lab study methodology
• Ethnographic field research techniques
• Remote testing platforms
• Competitive evaluation methods
• Participatory design session facilitation