Manager of Office of Transformation Experience Design

Who you are

• Demonstrated experience in UX design for complex, enterprise, or B2B environments
• A strong portfolio showing end-to-end product design work, including research, ideation, prototyping, and validation
• Hands-on experience with Figma, Adobe Creative Cloud, or similar design tools
• Familiarity with user research and ability to translate findings into design decisions
• Curiosity about how AI can enhance customer experiences and comfort prototyping AI-enabled interactions
• Strong communication and storytelling skills, with the ability to articulate design decisions and advocate for the user with diverse stakeholders
• A pragmatic, collaborative mindset, with the judgment to move quickly, iterate thoughtfully, and refine when needed

What the job involves

• The Transformation Team leads strategic change initiatives to reimagine how Mastercard works and scales, simplifies, and accelerates business outcomes
• The team partners across leadership, product, technology, and operations to design and implement new organizational models, embed AI across key workflows, drive enterprise-wide transformation programs, improve operating effectiveness, and ensure successful adoption of change
• By combining strategy, AI engineering, organizational design, change management, and program execution, the team helps align people, processes, and priorities to support long-term growth and business performance
• Mastercard is embarking on a bold multi-year transformation to reinvent every moment of the customer and partner journey, from discovery, customer onboarding, product integration, billing, and ongoing engagement
• The User Experience Design Lead brings the end-user perspective into the redesigned experience and ensures solutions are intuitive, usable, and responsive to AI-enabled ways of working
• Working as part of a cross-disciplinary team, you will own user flows, journeys, and prototypes, conduct research, test with users, and translate findings into human-centered designs
• The ideal candidate is a methodical, detail-oriented designer with strong research and prototyping skills, comfortable diving into ambiguous problem spaces and simplifying complexity
• Own user flows, journeys, wireframes, and prototypes within a given Transformation effort, from concept through validation, ensuring the redesigned experience is intuitive and usable
• Empathize deeply with users and stakeholders, participating in discovery research, usability testing, and journey mapping to surface actionable insights
• Simplify complex problems into clear, intuitive experiences with structured design thinking
• Partner cross-functionally to align on problem statements, priorities, and trade-offs, and ensure user feedback directly informs redesign decisions
• Translate research into action, ensuring redesigned processes reflect real customer needs for both B2B and B2B2C audiences
• Contribute to and extend Mastercard’s design system, maintaining consistency while evolving patterns for new areas
• Explore how AI can enhance the end-user experience, prototyping AI-enabled interactions where they improve clarity and adoption
• Facilitate workshops to ideate, prototype, and validate early concepts