Manager, Office of Transformation Design

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.

Manager, Office of Transformation Experience Design

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.

• 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…