Lead end-to-end credit customer communications for a large banking transformation program. Responsibilities include designing customer journeys, executing multi-channel campaigns, translating business and technical requirements into communication strategies, coordinating stakeholders, ensuring regulatory compliance, managing delivery risks, tracking campaign performance, and driving continuous optimization across migration phases.
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
Managing Consultant
About the Role
We are seeking an experienced Marketing & Communications Manager to lead end-to-end customer communications for card products within a large-scale banking transformation program.
This role is responsible for delivering clear, compliant, and customer-centric communications across the full migration lifecycle. Working within a complex, multi-stream environment, you will partner closely with cross-functional teams to ensure seamless customer journeys and consistent messaging across all touchpoints.
You will act as the credit communications lead within your stream, while collaborating with adjacent workstreams to ensure alignment with broader program strategy and delivery timelines.
Key Responsibilities
1. End-to-End Communications Delivery
Own and deliver end-to-end credit customer communications across all migration stages. Execute multi-channel campaigns across BTL channels (EDM, SMS, direct mail, push notifications, in-app). Ensure messaging aligns to defined journey logic, triggers, and customer milestones.
2. Planning & Delivery Management
Lead structured delivery across initiatives from discovery and briefing through to execution. Define scope, ownership, timelines, and success measures, supported by clear documentation including briefs, journey maps, and messaging frameworks.
3. Customer Journey Design
Design and optimise end-to-end credit customer journeys across pre-, during-, and post-migration phases. Identify and resolve gaps, duplication, and inconsistencies to ensure a seamless experience.
4. Stakeholder Management & Alignment
Partner with stakeholders across Product, Technology, Data, Change, CX, Legal, Risk, Compliance, and Martech teams. Act as the primary credit communications representative and manage risks, dependencies, and escalations.
5. Requirements Translation & Delivery Integration
Translate business and technical requirements into actionable communication strategies, including messaging structures and templates. Support trigger-based and event-driven execution in partnership with Data and Martech teams.
6. Risk, Compliance & Governance
Ensure all communications meet regulatory and compliance standards, managing approval processes and mitigating risks relating to customer experience, data, and operations.
7. Campaign Execution & Performance
Oversee campaign execution and track performance metrics such as engagement and behavioural outcomes. Partner with analytics teams to generate insights and optimise performance.
8. Continuous Improvement
Lead post-implementation reviews and drive continuous optimisation based on learnings and insights.
Key Skills & Experience
Experience:
8-12+ years' experience in marketing, communications, or campaign delivery. Experience in financial services and/or large-scale transformation programs.
Functional Expertise:
Strong capability in multi-channel campaign delivery and customer journey design, with the ability to translate requirements into communications.
Stakeholder & Delivery Strengths:
Proven ability to manage multiple workstreams and influence stakeholders in complex environments.
Personal Attributes:
Customer-first mindset, highly structured and detail-oriented, proactive, and collaborative with strong ownership and accountability.
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:
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
Managing Consultant
About the Role
We are seeking an experienced Marketing & Communications Manager to lead end-to-end customer communications for card products within a large-scale banking transformation program.
This role is responsible for delivering clear, compliant, and customer-centric communications across the full migration lifecycle. Working within a complex, multi-stream environment, you will partner closely with cross-functional teams to ensure seamless customer journeys and consistent messaging across all touchpoints.
You will act as the credit communications lead within your stream, while collaborating with adjacent workstreams to ensure alignment with broader program strategy and delivery timelines.
Key Responsibilities
1. End-to-End Communications Delivery
Own and deliver end-to-end credit customer communications across all migration stages. Execute multi-channel campaigns across BTL channels (EDM, SMS, direct mail, push notifications, in-app). Ensure messaging aligns to defined journey logic, triggers, and customer milestones.
2. Planning & Delivery Management
Lead structured delivery across initiatives from discovery and briefing through to execution. Define scope, ownership, timelines, and success measures, supported by clear documentation including briefs, journey maps, and messaging frameworks.
3. Customer Journey Design
Design and optimise end-to-end credit customer journeys across pre-, during-, and post-migration phases. Identify and resolve gaps, duplication, and inconsistencies to ensure a seamless experience.
4. Stakeholder Management & Alignment
Partner with stakeholders across Product, Technology, Data, Change, CX, Legal, Risk, Compliance, and Martech teams. Act as the primary credit communications representative and manage risks, dependencies, and escalations.
5. Requirements Translation & Delivery Integration
Translate business and technical requirements into actionable communication strategies, including messaging structures and templates. Support trigger-based and event-driven execution in partnership with Data and Martech teams.
6. Risk, Compliance & Governance
Ensure all communications meet regulatory and compliance standards, managing approval processes and mitigating risks relating to customer experience, data, and operations.
7. Campaign Execution & Performance
Oversee campaign execution and track performance metrics such as engagement and behavioural outcomes. Partner with analytics teams to generate insights and optimise performance.
8. Continuous Improvement
Lead post-implementation reviews and drive continuous optimisation based on learnings and insights.
Key Skills & Experience
Experience:
8-12+ years' experience in marketing, communications, or campaign delivery. Experience in financial services and/or large-scale transformation programs.
Functional Expertise:
Strong capability in multi-channel campaign delivery and customer journey design, with the ability to translate requirements into communications.
Stakeholder & Delivery Strengths:
Proven ability to manage multiple workstreams and influence stakeholders in complex environments.
Personal Attributes:
Customer-first mindset, highly structured and detail-oriented, proactive, and collaborative with strong ownership and accountability.
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.
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