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.