Visa Consulting & Analytics (VCA) Australia, New Zealand, and Pacific Islands (AUNZPI) is Visa's advisory division, working with Visa's clients (including card issuers, acquirers, and merchants) on a broad range of key business initiatives including strategy, proposition development, loyalty, operational optimisation, customer engagement and overall business profitability.

VCA is made up of three services lines - Advisory, Data Science and Implementation Services, the latter being the execution arm of VCA. Our Implementation Services teams (also known as squads) are embedded on client sites leading long-term engagements and delivering value primarily through implementation and execution services. We deliver objectives from a shared value agenda but are also closely connected to the broader VCA team, sharing knowledge, and bringing the best of Visa to the client.

Why Work with Us:

• Implementation Services is our fastest growing team in AUNZSP – we’ve grown 10x in less than 3 years – and always have fun projects on the horizon to sink our teeth into.
• We get to work with incredible people every day.  We’re a team of entrepreneurs who work hard, have fun, and get stuff done.
• We are a people business where the people are our product.  As a result, all our people leaders are 100% dedicated to ensuring a positive employee experience.  We attract top talent and are manically focused on developing that talent – even for short-term contracts.
• We are committed to building a diverse team with an inclusive culture that reflects the communities we work in.
• We support flexible working options.

What you will be doing

As the Senior Manager, you will own the customer communications strategy and execution for a migration program, embedded within the client’s environment. You will be responsible for planning, managing, and delivering multi-channel communications to impacted customers, ensuring timely and effective communication.

In this role you will also:

• Lead a squad to deliver end-to-end communications strategy and execution for the migration program.
• Manage communications planning, stakeholder approvals, and delivery across channels.
• Oversee asset creation, scheduling, and deployment of customer notifications.
• Track campaign performance and engagement, refining messaging based on feedback and insights.
• Lead an analyst resource to build and execute queries, segmentation strategies, and waterfall communication flows.
• Coordinate with internal teams and external vendors to ensure timely and accurate delivery.
• Support exception handling and bounce-back communications to ensure complete coverage.
• Document processes, key learnings, and best practices in artefacts that can be reused across the client’s business.

Key Competencies

• Solution-mind set – Applying creative problem-solving techniques and championing a client-first approach to communications when opportunities and challenges arise to meet specific business objectives.
• Active Contributor to Team Success – Actively participating as a member of a team to move the team toward the completion of goals. Makes suggestions for achieving team goals or performing team functions; provides necessary assistance to remove obstacles to help the team accomplish its goals.
• Business Translator – Translates complex challenges into well-defined communication strategies, showcasing the impacts and implementation considerations to develop and deliver campaigns to market. Ability to ‘think like a customer’ and show empathy to their experience is essential.
• High-Impact Communication – Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others’ thoughts and actions.
• Building Strategic Work Relationships – Developing and using collaborative relationships to facilitate the accomplishment of work goals. Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions.

• Experience in customer communications strategy and execution, ideally in financial services or payments.
• Strong project management skills with the ability to manage multiple priorities and stakeholders.
• Excellent communication and presentation skills, including strong oral and written capabilities.
• Experience in campaign performance tracking and message optimisation.
• Familiarity with digital marketing channels and tools (email, SMS, web, etc.).
• Ability to work effectively across cross-functional teams including legal, brand, product, technical and transformation teams and contact centre.
• Technical competence to communicate with architects, UX practitioners, and development teams.
• Experience managing exception handling and bounce-back communications.

What Will Also Help

• 10+ years’ experience in customer lifecycle communications or marketing.
• Experience in payments, consumer banking, or financial services.
• Start-up or agency experience welcomed.
• Experience with Financial Institution/Banking customer communications.
• Aptitude to learn and upskill across multiple digital capabilities.

As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, reliable, and secure payment network - enabling individuals, businesses, and economies to thrive. Our advanced global processing network, VisaNet, provides secure and reliable payments around the world, and is capable of handling more than 65,000 transaction messages a second. The company's dedication to innovation drives the rapid growth of connected commerce on any device and fuels the dream of a cashless future for everyone, everywhere. As the world moves from analogue to digital, Visa is applying our brand, products, people, network, and scale to reshape the future of commerce.

At Visa, your individuality fits right in. Working here gives you an opportunity to impact the world, invest in your career growth, and be part of an inclusive and diverse workplace. We are a global team of disruptors, trailblazers, innovators, and risk-takers who are helping drive economic growth in even the most remote parts of the world, creatively moving the industry forward, and doing meaningful work that brings financial literacy and digital commerce to millions of unbanked and underserved consumers.

You're an Individual. We're the team for you. Together, let's transform the way the world pays.