Senior Manager, Design Research

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

The Product Experience Design & Digital (PxD+D) team, serves as the Innovation arm of the Visa Consulting and Analytics group (VCA).  PXD+D solves complex business problems through a customer lens, architecting powerful insights that drive the user experience of our clients’ products & services. Our team members are innovative thinkers and strategic problem solvers who are as analytical as they are creative.

The Senior Manager, Research will help Visa’s network of clients accelerate their innovation agenda and transform their customer experience, uncovering customer attitudes, behaviours, and needs. In this role, you will lead the research arm of innovation consulting projects with a diverse set of Visa clients, delivering compelling research insights, journeys, blueprints, and personas that distill the complexity of client challenges.

This position is ideal for someone who thrives in ambiguous problem spaces across a variety of sectors, excelling in translating research insights into meaningful stories and tangible business outcomes. This is an individual contributor role with mentorship opportunities with internal partners and junior researchers.

Responsibilities:

Execute all phases of qualitative research (scoping, recruiting, research strategy, conducting, synthesizing and reporting).

• Synthesize complex findings into compelling stories and artefacts, making it easy for clients to action on data-driven recommendations
• Articulate the benefit of different research methods in addressing client asks to both internal partners and clients
• Work closely with strategy, design and other capabilities to create a holistic story
• Establish best practice research tools, templates, processes and methods to elevate the research practice
• Facilitate design thinking workshops with clients and stakeholders 
• Mentor junior team members on projects, assigning specific tasks, defining timeline, and reviewing deliverables.

Essential Functions:

• A mindset that embraces creativity, optimism, ambiguity and failing-fast
• Proven ability to work on complex and often ambiguous problems, to drive results
• Analytical thinker, team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities
• Client-first mentality and demonstrate maturity when interacting with clients
• Excellent project management skills, organization, and ability to manage multiple workstreams at the same time.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Basic Qualifications:
8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 2 years of work experience with a PhD

Preferred Qualifications:

• 9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhD
• Undergraduate or Graduate degree in Sociology, Anthropology, History, Psychology or other research-oriented discipline of Humanities, Cultural studies, or Business
• 8 or more years of relevant work experience with a Bachelor Degree or at least 5 years of experience with an Advanced Degree (e.g. Masters) or 2 years of work experience with a PhD
• Minimum 10+ years of work experience in user research or related field
• Service Design expertise preferred
• Deep understanding of Human-centered design practices in product and service development
• Desire to work in fast-paced, consulting environment, moving from project to project
• Successful track record in developing relationships and engaging with colleagues across functions, levels and geographies, including within a virtual environment
• Excellent interpersonal and client management skills, with experience nurturing diverse stakeholder relationships.
• Excellent verbal and written communication skills, problem solving skills, customer service and interpersonal skills.

Work Hours: Varies upon the needs of the department.

Travel Requirements: This position requires travel 5-10% of the time.

Mental/Physical Requirements: This position will be performed in an office setting.  The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.

Visa is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.

U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 152,200.00 to 220,850.00 per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.