Design Research Manager

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.

Visa Product Experience and Design + Digital is seeking an experienced, hands-on Design Research Manager with expertise in how user research can drive leading-edge innovation. All of our team members are innovative thinkers and strategic problem solvers who are as analytical as they are creative. We value hard work, accountability and collaboration.  This person will play a vital role in developing new Products and Services directly for Visa’s clients and partners, as well as helping inform critical Human Insights employed by internal Product, Consulting and Account teams.  

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

Effectively uses frameworks to independently build insights that create new and fresh opportunities/perspectives for the client

Demonstrate a strong understanding of the strengths and weaknesses of different research methods

Independently manages research workstreams, communicating project plan to stakeholders and identifying when to bring subject-matter experts in to elevate the work

Work with team leadership to develop a POV on correct methodologies and how to represent those methodologies with stakeholders

Create personas, journey maps, user flows and other research artifacts

Support and help facilitate design thinking workshops with clients and stakeholders

Act as a change agent, sparking fresh ideas that elevate the research practice and are infused within our culture and products

Foster collaboration between Design, Research, Design Operations & Product teams, in addition to establishing relationships with other partners throughout Visa

Mentor other design researchers and lead by example in delivering excellent individual work

Act as the voice of the user in project teams, ensuring design and product-focused deliverables meet the needs of our customers

Essential Functions

• Experience leading qualitative research programs with a hypotheses-led/problem statement approach

• Experience managing participant recruitment and associated privacy and data considerations

• Knowledgeable of accessibility guidelines and best practices

• Ability to support design thinking workshops, including leading sessions and engaging with high-profile clients

• Must be results-oriented, and have the ability to work independently, identifying when and where feedback will be valuable and incremental

• Innate desire to share credit and support one’s colleagues, putting the success of the team and the company ahead of personal gain

• Refusal to compromise on commitments, quality and the truth

• Successful track record developing relationships and engaging with colleagues across functions, levels and geographies, including within a virtual environment

• Consistently demonstrates the mastery of basic business writing best practices in presentations and reports

• Build trust in clients through expertise and commitment to quality and objectives

• Ability to creatively weave together a story for the client that demonstrates how the research meets their objectives

• Knowledge of and experience with Visa products a plus

• Experience with tools like Figma, dScout, UserTesting.com

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

Basic Qualifications:

5 or more years of relevant work experience with a Bachelors Degree or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD) or 0 years of work experience with a PhD

Preferred Qualifications:

6 or more years of work experience with a Bachelors Degree or 4 or more years of relevant experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or up to 3 years of relevant experience with a PhD
Minimum 5 years of work experience, including significant experience in a role with responsibility for design research, product design and design research planning, as well as execution and client management for complex UX research projects.
Experience and understanding of Product Management and Innovation in the payments space a plus.
Qualitative expertise a must, quantitative skills a plus.
Experience working with clients for design and innovation projects a plus.

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 welcomes and encourages applications from persons with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.