Title and Summary

Senior Specialist, Experience Strategy

Overview

At Mastercard, we believe that the future of our business depends on our ability to define and deliver - and to help our partners define and deliver- great experiences. The Mastercard Foundry - an interdisciplinary group, including CX&D (customer experience & design) teams, data scientists, technologists and more - powers Mastercard to deliver new and differentiated customer-centric solutions. We focus on the future and explore behaviors, trends, technologies, and actionable insights and foresights, that unlock customer value, drive business growth and future proof our business.

The delivery of excellent customer experience requires a strong performing cross functional CX&D and Insights team, harnessing the skills of multiple UX disciplines: Research, Product Experience Design, Content Design, and Experience Strategy.

The Senior Specialist, Experience Strategy is a key member of CX&D, sitting within the Innovation, Insights, and Engagement team in Foundry, helping to define strategies and great experiences for our customers and consumers in the near-term, while also exploring unknown problem spaces that shape net new opportunities 3-5 years out.

• Are you a talented Experience Strategist with a passion for contributing to great end-to-end experiences across different customer segments?
• Are you curious about understanding evolving consumer and business user behaviors, technology innovation, and strategic foresights?
• Do you have a strong track record in practicing design thinking and user centered design?
• Are you familiar with using storytelling to frame narratives to articulate a vision?
• Do you possess a high energy, can-do attitude, desire to succeed and are comfortable with ambiguity?
• Are you familiar with experience modelling, crafting value propositions and journey mapping to define future state experiences?
• Do you want to be a part of a collaborative environment working across multiple geographies?

The Senior Specialist, Experience Strategy will support shaping product value propositions and drive customer and consumer-centric approaches to product development. This role will work closely with business teams across product, technology, sales, and other areas of the business. The role is strategic and suited to those who feel comfortable with ambiguity and navigating multiple insight/research sources, and collaborating with a cross-functional team to inform a pragmatic set of implications for both the business and the future-state experience.

We are looking for candidates that can demonstrate a background in the following or related fields; Experience/Product Strategy, Service Design, Design Thinking, Innovation, User Research, UX Design, Innovation and Business Strategy, Strategic Foresights/Futurists, Trend Analysis. Other complementary fields of interest may include: Brand Strategy, Behavioral Economics, Cultural/Social Studies, Anthropology, Data Analytics.

Role

• Participate from problem space to MVP definition by supporting the discovery of customer needs, identify the right problems to solve, outline future opportunities, and contribute to defining a clear value proposition and vision for the future-state experience across Mastercard's New Product development portfolios.
• Framing the right problem to solve and defining the design target, to defining the vision and future state experience, to the validation of concepts, value propositions, and early-stage products.
• Curiosity for shaping behavioral, experience, and technology trends that can be shared with team members to inform higher quality thinking and outcomes.
• Help to identify, track, and analyze societal, behavioral, and consumer trends, and marketplace signals that lead to foresights that drive a deep understanding of potentially disruptive forces.
• Contribute to the strategic framing of business, brand, and CX challenges.
• Support the exploration of unknown problem spaces - often impacted by emerging technologies - and identify net new opportunities for 3-5 years out.
• Assist in facilitating collaborative cross-disciplinary workshops to drive alignment, ideation, or prioritization.
• Contribute to strategic narratives and be comfortable presenting
• Able to manage your time and timelines across multiple locations/time zones
• Be open to new challenges and have a desire to develop as a strategist and learn new skills.
• Contribute to the Customer Experience & Design community and support efforts to broaden and mature the understanding of Experience Strategy as a discipline with increased company demand for the skillset.

All About You

• Bachelor's in Design, Business, Economics, Psychology, Marketing, Digital Media, MultiMedia, Computer Science, Mathematics, Geography, or a related field.
• Practice Design Thinking and have worked on projects which were driven by Design Thinking methodologies.
• Familiar with different experience strategy frameworks and able to identify the appropriate methodologies and framework to apply on projects.
• Have an accomplished work history from previous enterprise, consumer and/or mobile product strategy experience.
• Have a portfolio of CX work from previous engagements.
• Approach design and research as an iterative process with users at its center.
• Have experience in shaping and facilitating design thinking workshops to achieve focused objectives. International travel on occasion is required in this role.
• Have some experience exploring future trends, identifying strategic foresights, and developing plausible future scenarios.
• You are a passionate, great thinker and practitioner in CX/Experience strategy and can demonstrate success in bringing digital products to market.
• Curious about cultural and technology trends, innovation, CX & Design, and experience-based thinking.
• You are a collaborative and inclusive team player, who can build relationships and ensure connections across silos.
• You have are an effective communicator and are able to articulate complex concepts clearly and persuasively to audiences.
• You have some experience navigating complex projects with multiple stakeholders in large business settings. Get excited about the global evolution of consumer experiences in the world of payments, digital identity, consumer loyalty, and beyond.
• You have analytical skills enabling you to support in defining strategies, making defensible recommendations, and shaping research observations into insights and implications for both the experience and business.
• Experience working with a B2B2C business ecosystem.
• Excited about improving the world through "doing well by doing good."

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.