Manager, Experience Strategy Job Listing at Mastercard in London, England (Job ID R-265797)

Description

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

Manager, Experience Strategy Overview

At Mastercard, we believe that the future of our business depends on our ability to define and deliver great experiences. The Mastercard Foundry - an interdisciplinary group comprising a CXD (customer experience & design) team, product managers, data scientists, technologists and more - powers Mastercard to deliver new and differentiated customer-centric solutions.

About the team

Our Experience Strategy & Research team, within CXD, leads early-stage product innovation by uncovering customer needs, identifying opportunities, and translating insights into strategic direction for product and business teams. We operate across discovery, problem definition, and concept development, ensuring that new products and experiences are grounded in customer needs, market dynamics, and organizational objectives.
We focus on de-risking key customer, product, and business assumptions throughout the product innovation lifecycle, while fostering a continuous learning culture that drives more informed decisions and accelerates innovation.

• Are you a talented Experience Strategist with a passion for delivering 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 comfortable with presenting to senior stakeholders and using storytelling to frame narratives?
• 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?

Role Overview

The Manager, Experience Strategy will bridge discovery and product definition – translating insights into opportunity areas, value propositions, and roadmap implications that inform new product innovation. You'll work alongside researchers, designers, product managers, and technologists to provide strategic clarity by framing problems, defining opportunity spaces, and guiding prioritization decisions to support product development and progression. This role is suited to individuals comfortable with ambiguity, navigating multiple insights and research sources, and collaborating with cross-functional teams to inform pragmatic 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.

Key Responsibilities
· E2E: Participate from early discovery of the problem space through MVP definition - identifying customer needs, uncovering the right problems to solve, defining future opportunities, and crafting a clear value proposition and visions for Mastercard's New Product development portfolios.
· Actionability: Translate insights into actionable recommendations that inform product roadmaps, MVP definitions, and prioritization frameworks before the development phase.
· Trends curation: Explore behavioral, experience, and technology trends to inform strategic thinking and outcomes.
· Foresights: Identify, track, and analyze societal, behavioral, consumer, and landscape trends to develop strategic foresights on disruptive forces.
· Framing: Define and frame problem statements and strategic opportunities to guide product and experience development.
· Facilitation: Design and facilitate collaborative cross-disciplinary workshops to drive alignment, ideation, and/or prioritization.
· Narratives: Develop compelling narratives and presentations that communicate strategic rationale and influence senior stakeholders.
· Growth: Embrace new challenges and have a desire to develop as a strategist and learn new skills.
· Capability: Contribute to the Customer Experience & Design community by broadening and maturing the understanding of Experience Strategy as a discipline

All About You

• Education: Bachelor's in Design, Business, Economics, Psychology, Marketing, Digital Media, MultiMedia, Computer Science, Mathematics, Geography, or a related field.
• Job experience: Minimum of 7 years' experience in experience strategy, product strategy, innovation consulting, services design, or related Design Thinking field
• Synthesis: Demonstrated ability to synthesize complex qualitative and quantitative data into insights, implications, and strategic recommendations, with proven impact on product and business decisions
• Facilitation: Excellent facilitation and communication skills, with experience guiding cross-functional teams through ambiguity to actionable decisions; experienced in shaping and facilitating design thinking workshops to achieve focused objectives.
• Product: Strong understanding of product development, including MVP scoping, roadmap prioritization, and strategic planning processes.
• Research: Familiarity with user research methodologies and the ability to collaborate effectively with research teams.
• Frameworks: Very experienced with a variety of experience strategy frameworks and able to identify and apply the appropriate methodologies on projects.
• Complexity: Ability to work effectively in fast-paced, rapidly evolving, and ambiguous environments with multiple stakeholders.
• Trends and Foresights: Have experience exploring future trends, identifying strategic foresights, and developing plausible future scenarios. Curious about cultural and technology trends, innovation, CX & Design, and experience-based thinking.
• Collaborative: Collaborative and inclusive team player, who can build relationships and foster connections across silos.
• Executive communication: Skilled at executive presentations and messaging, facilitating senior conversations, and articulating complex concepts clearly and persuasively to senior audiences.
• Payments: Curious about the global evolution of customer and consumer experiences in the world of payments, digital identity, consumer loyalty, and beyond.

Practicalities
• Occasional travel may be required
• This is a hybrid role and you must be able to attend the local office an average of 3 days a week.

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.

 Apply on company website