Customer Experience and Design Intern (UX Research), Summer 2026 - Purchase, NY

📍 Job Overview

Job Title: Customer Experience and Design Intern (UX Research), Summer 2026

Company: Mastercard

Location: Purchase, New York

Job Type: Full-Time Internship

Category: Customer Experience & Design Operations

Date Posted: January 12, 2026

Experience Level: 0-2 Years (Intern)

Remote Status: On-site

🚀 Role Summary

• This internship focuses on UX Research within the Customer Experience and Design team, leveraging data-driven analysis to inform product and service development.

• The role involves conducting qualitative and quantitative research, tracking experience metrics, and collaborating cross-functionally to ensure user needs are met.

• Interns will gain hands-on experience designing and executing research studies, building and validating rapid prototypes, and translating findings into actionable strategies for customer-centric design.

• This position offers a unique opportunity to contribute to a global organization focused on powering economies and empowering people through innovative digital payment solutions.

📝 Enhancement Note: While the title specifies "UX Research," the core responsibilities and team description (Experience Research & Analytics Insights) strongly suggest a role that bridges user research with broader customer experience analytics and design strategy. This is typical for operations-adjacent roles that aim to operationalize insights.

📈 Primary Responsibilities

• Design and conduct qualitative and quantitative user research studies to uncover deep user insights and identify pain points within the customer journey.

• Track and analyze key experience metrics to monitor customer satisfaction and identify areas for improvement.

• Collaborate closely with Product, Design, and Engineering teams to translate research findings into actionable strategies and product roadmap recommendations.

• Build and validate rapid prototypes to test user interfaces, workflows, and new feature concepts.

• Develop and present compelling findings and strategic recommendations to stakeholders, including senior leadership.

• Contribute to the standardization of measurement processes and the automation of reporting for customer experience insights.

• Support the team in championing customer-centric design principles across the organization.

• Assist in the creation and maintenance of journey maps and end-to-end experience documentation for B2B or B2C products/services.

📝 Enhancement Note: The responsibilities are framed to highlight the operations and strategic impact of UX Research, emphasizing the translation of insights into actionable strategies and influencing roadmaps, which is a key function of operations-focused roles.

🎓 Skills & Qualifications

Education:

• Currently enrolled in a Bachelor's degree program in a relevant field, such as IT Management, Computer Science, Graphic Design, Human-Computer Interaction (HCI), Psychology, Sociology, or a related discipline.

Experience:

• Previous experience conducting UX Research, including study design, data collection, and analysis.

• Experience working with SaaS (Software as a Service) environments.

• Familiarity with journey mapping and understanding end-to-end customer experiences.

Required Skills:

• UX Research: Proven ability to design, conduct, and analyze both qualitative (e.g., interviews, usability testing) and quantitative (e.g., surveys, analytics) research.

• Communication Skills: Excellent verbal and written communication skills, with the ability to articulate complex findings clearly and concisely to diverse audiences.

• Problem Solving: Proactive, solution-oriented mindset with a demonstrated ability to tackle complex problems effectively.

• Microsoft Office Suite: Proficiency in Microsoft Office applications (Word, Excel, PowerPoint) for documentation, analysis, and presentation.

• Prototyping Tools: Exposure to AI design tools, with a preference for Figma.

Preferred Skills:

• Figma: Hands-on experience with Figma for prototyping and design collaboration.

• SaaS Experience: Specific experience within SaaS product development or research environments.

• Journey Mapping: Demonstrated ability to create and utilize customer journey maps.

• B2B Domain Knowledge: Understanding of business-to-business customer needs and sales cycles.

• Data Analysis: Foundational understanding of data analysis principles for quantitative research.

📝 Enhancement Note: The qualifications are interpreted to align with an operations-focused intern role, emphasizing the practical application of research skills, problem-solving, and the ability to translate insights into actionable business strategies, which are critical for operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 well-documented UX research projects that demonstrate the full research lifecycle.

• Projects should clearly articulate the research problem, methodology employed (qualitative/quantitative mix), key findings, and actionable recommendations.

• Include examples of how research insights directly influenced design decisions or product strategy.

• If possible, include examples of user journey maps or experience flow diagrams created.

Process Documentation:

• For each project, clearly outline the research process followed, from planning and recruitment to data analysis and synthesis.

• Document the iterative nature of research, showing how feedback loops and prototype testing refined the user experience.

• Provide examples of how data was synthesized and presented to stakeholders to drive alignment and decision-making.

📝 Enhancement Note: For an intern role, the emphasis is on demonstrating a foundational understanding of research processes and the ability to document them clearly. The portfolio should highlight potential for future operationalization of insights.

💵 Compensation & Benefits

Salary Range: $25.00 - $32.00 per hour

Benefits:

• Paid Sick and Safe Time: 56 hours of Paid Sick and Safe Time.

• Jury Duty Leave: Provided as needed.

• On-Site Fitness Facilities: Access to fitness facilities at select office locations.

• Networking Opportunities: Participation in networking events with peers and senior leaders.

• Mentorship: Access to mentorship programs.

• Professional Development: Formal performance assessments and end-of-summer presentations.

• Team Building & Volunteer Opportunities: Engagement in corporate social responsibility and team-building activities.

Working Hours:

• Standard full-time internship hours are expected, typically 40 hours per week.

• The role is on-site, requiring consistent presence during business hours.

📝 Enhancement Note: Salary range is directly extracted. Benefits are specifically listed for interns, differentiating them from full-time employees. Working hours are inferred from "Full-Time" and "On-site" designations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Technology (FinTech), Digital Payments, Technology Services. Mastercard operates in a dynamic global market, driving innovation in electronic payments and financial inclusion.

Company Size: Large Enterprise (10,000+ employees). This scale offers significant resources, global reach, and opportunities for complex project involvement.

Founded: 1966. With a long history, Mastercard has evolved significantly, demonstrating adaptability and a commitment to innovation in the face of technological change and market shifts.

Team Structure:

• The "Experience Research & Analytics Insights" team is likely part of a larger Product, Design, or Technology organization.

• It functions as a centralized hub for user insights, collaborating closely with various product development teams, design studios, and engineering departments.

Methodology:

• Data-Driven Insights: Heavy reliance on both qualitative and quantitative data to inform decision-making.

• Customer-Centric Design: A core philosophy ensuring that user needs and experiences are paramount in product development.

• Agile & Iterative Processes: Likely employs agile methodologies for research and product development, involving rapid prototyping and iterative testing.

• Cross-Functional Collaboration: Strong emphasis on working with diverse teams to ensure holistic product development.

Company Website: https://www.mastercard.com/

📝 Enhancement Note: Company and industry context is derived from the provided description and general knowledge of Mastercard. The team's methodology is inferred from its described purpose and typical practices in UX Research and Analytics within large tech organizations.

📈 Career & Growth Analysis

Operations Career Level: Intern (Entry-Level/Developmental). This role is designed for individuals early in their academic or professional careers, focusing on learning and contributing under guidance.

Reporting Structure: The intern will report to a manager or senior member within the Experience Research & Analytics Insights team. They will likely work on assigned projects under direct supervision, with opportunities to present findings to a broader team.

Operations Impact: While an intern's direct operational impact is limited, their contribution to research projects can significantly influence design decisions, product roadmaps, and ultimately, customer satisfaction and loyalty. This role helps operationalize the understanding of customer needs.

Growth Opportunities:

• Skill Development: Deepen expertise in UX research methodologies, data analysis, prototyping tools (Figma), and cross-functional collaboration.

• Industry Exposure: Gain firsthand experience in the FinTech and digital payments industry, understanding its unique challenges and opportunities.

• Networking: Build professional connections with experienced researchers, designers, product managers, and leaders within Mastercard.

• Potential Future Opportunities: Successful interns may be considered for future full-time roles or other internship opportunities within Mastercard, depending on performance and business needs.

📝 Enhancement Note: The analysis focuses on the developmental nature of an internship, highlighting learning opportunities and the indirect impact on operations through influencing product strategy.

🌐 Work Environment

Office Type: Corporate Office Environment. The role is based in Purchase, NY, a corporate campus setting typical for large organizations like Mastercard.

Office Location(s): Purchase, New York. This location likely offers various amenities and a structured work environment.

Workspace Context:

• Collaborative: The role requires close collaboration with team members and cross-functional partners, implying an open or hybrid workspace designed for interaction.

• Technology-Rich: Access to company-provided hardware, software, and potentially specialized UX research tools.

• Professional Development: The environment supports learning through mentorship, team interactions, and exposure to senior leadership.

Work Schedule:

• The internship is full-time, expected to align with standard business hours (approximately 9 AM to 5 PM EST).

• The on-site nature requires dedicated time in the office, facilitating direct team engagement and access to resources.

📝 Enhancement Note: The work environment description is based on the "On-site" status and the nature of a large corporate internship program.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Application review and potential brief phone screen to assess basic qualifications and fit.

• Skills Assessment/Case Study: Candidates may be asked to complete a UX research exercise, analyze a dataset, or present a prior project to assess practical skills and problem-solving abilities. This could include a Figma-based task or a journey mapping exercise.

• Behavioral Interviews: Interviews focused on assessing communication skills, problem-solving approach, teamwork, and cultural fit with Mastercard's values. Expect questions about past projects and how you handled challenges.

• Final Round: Interviews with hiring managers and potential team members to discuss the role in detail and confirm fit.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 of your strongest UX research projects that best demonstrate the skills required for this internship.

• Tell a Story: For each project, clearly articulate the problem, your role, the process, your insights, and the impact or recommendations. Quantify results where possible.

• Showcase Methodology: Detail the specific qualitative and quantitative methods used and justify your choices.

• Highlight Figma/Prototyping: If you have Figma experience, include relevant examples of prototypes or design explorations.

• Professional Presentation: Ensure your portfolio is well-organized, visually appealing, and easy to navigate. Use clear headings and concise descriptions.

Challenge Preparation:

• Research Fundamentals: Revisit core UX research principles, common methodologies, and best practices for study design and analysis.

• Problem-Solving Scenarios: Practice approaching hypothetical UX problems. Think about how you would define the problem, identify users, choose methods, and analyze data.

• Communication Practice: Rehearse explaining your projects and research findings clearly and concisely, as if presenting to a non-expert audience. Be ready to answer "why" questions about your process.

📝 Enhancement Note: The interview and portfolio review process is tailored to a UX Research intern role, emphasizing practical skills, problem-solving, and presentation abilities critical for operationalizing insights.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Used for prototyping, design collaboration, and potentially wireframing. Experience with Figma is preferred and will be a key tool for design and validation tasks.

• Microsoft Office Suite: Essential for documentation (Word), data analysis (Excel), and presentations (PowerPoint).

• Research Platforms: May include survey tools (e.g., SurveyMonkey, Qualtrics), usability testing platforms (e.g., UserTesting.com), and qualitative data analysis software (e.g., Dovetail, NVivo - though less likely for an intern).

Analytics & Reporting:

• Internal Analytics Tools: Mastercard likely uses proprietary or industry-standard analytics platforms to track user behavior and experience metrics. Familiarity with general analytics concepts is beneficial.

• Data Visualization Tools: Potential exposure to tools like Tableau or Power BI for creating dashboards, though this might be more for consumption than creation at the intern level.

CRM & Automation:

• CRM Systems (e.g., Salesforce): While not directly a UX Research tool, understanding how customer data is managed in CRM systems can provide context for B2B research.

• Collaboration Tools: Proficiency with tools like Slack, Microsoft Teams, or Jira for team communication and project management.

📝 Enhancement Note: The tools listed are based on the job description's mention of Figma and Microsoft Office, combined with common tools used in UX Research and general corporate environments.

👥 Team Culture & Values

Operations Values:

• Customer Centricity: A paramount value, ensuring all work is guided by understanding and meeting customer needs.

• Data-Driven Decision Making: Emphasis on using research and analytics to inform strategies and validate hypotheses.

• Collaboration & Teamwork: Strong emphasis on working effectively with diverse teams across the organization.

• Innovation & Continuous Improvement: Encouraging new ideas and a proactive approach to enhancing customer experiences.

• Integrity & Responsibility: Upholding high ethical standards in research practices and data handling.

Collaboration Style:

• Cross-Functional Integration: The team actively collaborates with Product, Design, and Engineering, requiring clear communication and mutual understanding of different disciplines.

• Feedback-Oriented: A culture that values constructive feedback to refine research approaches and design solutions.

• Knowledge Sharing: Encouragement of sharing insights, learnings, and best practices within the team and across departments.

📝 Enhancement Note: These values are inferred from Mastercard's stated purpose, the team's description, and typical cultural attributes of leading tech and financial services companies with a strong focus on customer experience.

⚡ Challenges & Growth Opportunities

Challenges:

• Translating Insights to Action: The primary challenge is effectively communicating complex research findings in a way that drives concrete changes in product development and strategy.

• Balancing Speed and Rigor: Interns will need to learn how to conduct research efficiently within internship timelines while maintaining methodological integrity.

• Navigating a Large Organization: Understanding the structure and dynamics of a global enterprise like Mastercard to effectively collaborate and get buy-in for research recommendations.

• Data Interpretation: Learning to interpret both qualitative and quantitative data accurately and draw meaningful conclusions.

Learning & Development Opportunities:

• Mentorship: Direct guidance from experienced UX researchers and analytics professionals.

• Skill Specialization: Opportunity to focus on specific research methods or areas of interest within UX.

• Industry Exposure: Gaining insights into the fast-paced FinTech and payments industry.

• Networking: Building a professional network within a globally recognized organization.

📝 Enhancement Note: Challenges and growth opportunities are framed from the perspective of an intern in a large corporate setting, emphasizing learning and development within the context of operationalizing customer insights.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you conducted a UX research project. What was the problem, your approach, your findings, and the outcome?" (Focus on process, methodology, and impact).

• "How would you approach researching the user experience of a new digital payment feature for small businesses?" (Assess problem-solving and methodological thinking).

Company & Culture Questions:

• "What interests you about Mastercard and our mission to power economies?" (Demonstrate research into the company and alignment with its purpose).

• "How do you approach collaborating with designers and developers on a project?" (Highlight teamwork and cross-functional communication skills).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each project, clearly define the problem, your role, the research methods used, key findings, and the recommendations or impact.

• Highlight Your Process: Walk interviewers through your steps, from planning to synthesis, explaining your rationale at each stage.

• Focus on Insights: Emphasize the "so what?" of your findings – what did you learn, and what does it mean for the user and the business?

• Showcase Figma Skills: If applicable, demonstrate your proficiency with Figma through a specific example or by discussing your design/prototyping process.

• Be Prepared for Questions: Anticipate questions about your methodology, challenges faced, and how you might improve the project if you had more time or resources.

📝 Enhancement Note: Interview questions are tailored to a UX Research intern role, focusing on practical application, problem-solving, and the ability to articulate research processes and findings, crucial for an operations-focused contribution.

📌 Application Steps

To apply for this operations-adjacent position:

• Submit your application through the provided link on the Mastercard careers portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight specific UX research experience, any prototyping skills (especially Figma), and your understanding of customer experience principles.

• Resume Optimization: Ensure your resume clearly lists relevant coursework, projects, and any prior internships. Quantify achievements where possible (e.g., "analyzed survey data from 100+ users").

• Interview Preparation: Practice articulating your research process and findings using the STAR method (Situation, Task, Action, Result). Prepare to discuss your portfolio projects in detail.

• Company Research: Familiarize yourself with Mastercard's products, services, and its stated mission. Understand their commitment to innovation and customer experience.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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