Senior Specialist, Customer Experience Design

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

Senior Specialist, Customer Experience DesignOur 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

Senior Specialist, Product Experience Design
overview

We are looking for an experienced User Experience/Interaction Designer passionate about the possibilities of data and data-driven experience design with good knowledge and experience of User Interface Design to join our rapidly growing, highly-innovative data and services Product Development team at our development center in Pune.
The design 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 Product), 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 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
• Design of Proof-of-Concepts and Minimum Viable Data Products (MVPs) using human-centric design principles and rapid prototyping (Lean UX and Design Thinking)
• Participate in "Design Thinking" workshops – collaborating cross-functionally with industry verticals, regional leads and end-users to ensure optimal digital data products
• Explore the “art-of-the-possible” in the era of Big Data, Artificial Intelligence (AI) and Machine Learning (ML) – whilst always maintaining regulatory compliance
• Leverage existing – and contribute net new – design patterns to Mastercard’s design pattern library
• Help define the next generation of data and data-driven products – and through doing so, help shape the future of Mastercard and its growth
• Creation of a cohesive and compelling visual language across diverse form factors: web, mobile and internet of things
• Work on future state conceptual designs, driving experimentation that improves the quality of product design overall.
• Work closely with key partners from brand & marketing, alongside the broader user experience team to drive delightful and highly usable transactional experiences leveraging the broader visual language for MasterCard.
• Work closely with our technology team to define implementation standard for our products leveraging modern presentation layer practices such as adaptive/responsive web and current and forward thinking technologies.
• Ensure that designs deliver an appropriate balance of optimizing business objectives & user engagement, in close partnership with product managers.
• Liaise with regional and country teams to ensure that designs are reflective of the diversity of needs for a global user base
• Drive VXD design across a broader ecosystem, where experiences will require tailoring to meet the needs of both MasterCard customers and end consumers
• Help define the next generation of data and data-driven products and their visualization – and through doing so, help shape the future of Mastercard and its growth

ALL ABOUT YOU

Required Experience / Knowledge / Skills (Core)
Interaction Design:
• Experience developing User Archetypes and Personas and user journeys to inform product design decisions
• Experience in rapid prototyping (Lean UX and Design Thinking)
• Experience in articulating elegant and engaging experiences using sketches, storyboards, information architecture blueprints and prototypes
• Experience in the implementation of creative, useable and compelling visual mockups and prototypes.
• Experience working with complex information architectures
• Experience of design-experiences across multiple media
• Experience using prototyping/wireframing tools such as Figma, Sketch, Adobe Experience Design, Adobe Illustrator etc.
• An understanding of complex information architectures for digital applications

Additional Experience / Knowledge / Skills
Visual Design:
• Experience in articulating elegant and engaging visual experiences using sketches, storyboards, and within prototypes
• Highly proficient in the creation of useable, compelling and elegant visual mockups and prototypes.
• Experience of visual design across multiple media and form factors: web; mobile; Internet-of-Things (IOT)
• Extensive and demonstrable experience using leading VXD software packages such as Adobe Creative Cloud / Suite (Photoshop, InDesign, Illustrator etc.) / Experience Design, Serif DrawPlus, Corel DRAW Graphics Suite / PaintShopPro, Art Rage, Xara or equivalent
• An understanding of complex information architectures for visual representation
• Any experience in motion graphic design is a strong plus
• Any experience in 3D modeling also a strong plus
Research:
• Experience consuming UX research
• Experience in leading “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
• Experience of iterative “design-test-re-design” methodology to collect real user feedback to incorporate back into the design
Candidate
• Prior experience working in a world-beating UX team
• Experience working/multi-tasking in an extremely fast-paced startup-like environment
• Experience in client-facing engagements, preferably in leading them
• Empathetic champion of the user – passionate about the detail of great usability, interaction design and aesthetics to give the best possible UX
• 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)
• Defensible point-of-view on and Adaptive v Responsive v Liquid/Fluid UI
• Defensible point-of-view on gamification
• Interest in VUIs (Voice Interfaces)
• Demonstrable knowledge of UX and Interaction Design heuristics and best practices: e.g. Lean UX; Mobile First etc.
• Demonstrable knowledge of ergonomic and usability best practices
• Bachelors or Masters Degree in Design for Interactive Media, or equivalent experience
• World-beating portfolio covering multiple form-factors: desktop; tablet; mobile; wearable; other
• Demonstrable commitment to learning: insatiable to discover and evaluate new concepts and technologies to maximize design possibility.
Corporate Security Responsibility

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.