Manager, Content Design

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

Manager, Content Design

We are looking for a seasoned Content Designer who’s interested in applying their expertise to commercial product solutions. The ideal candidate has strong experience in content strategy and UX writing, drives effective decision making, thrives in a dynamic, collaborative environment, and seeks to learn and grow. The position is based in London with hybrid flexibility.
You’ll join the Experience Strategy team within the Customer Experience and Design (CX&D) team of Commercial Solutions. Working closely with partners across the business, we power Mastercard’s ability to deliver differentiated solutions and experiences—ones that make the digital economy work better for everyone, from financial institutions to farmers. 
The Content Design Manager will work hand-in-hand with UX designers, strategists, researchers, and product managers to ensure that our products are easy for end customers to use and understand. You’ll focus on when, where and how information is presented in the product experience so it makes sense to the user and tells a cohesive, compelling story. Specifically, that includes content guidelines, site architecture, product vision and storytelling, voice and tone, UX copy and nomenclature, content testing, customer enablement and support content, content management and localization.
Role
We are looking for a seasoned Content Designer who’s interested in applying their expertise to commercial product solutions. The ideal candidate has strong experience in content strategy and UX writing, drives effective decision making, thrives in a dynamic, collaborative environment, and seeks to learn and grow. The position is based in London with hybrid flexibility.
You’ll join the Experience Strategy team within the Customer Experience and Design (CX&D) team of Commercial Solutions. Working closely with partners across the business, we power Mastercard’s ability to deliver differentiated solutions and experiences—ones that make the digital economy work better for everyone, from financial institutions to farmers.
 
The Content Design Manager will work hand-in-hand with UX designers, strategists, researchers, and product managers to ensure that our products are easy for end customers to use and understand. You’ll focus on when, where and how information is presented in the product experience so it makes sense to the user and tells a cohesive, compelling story. Specifically, that includes content guidelines, site architecture, product vision and storytelling, voice and tone, UX copy and nomenclature, content testing, customer enablement and support content, content management and localization.
Responsibilities
 
Lead content design for B2B and B2B2C commercial products and ecosystems.
Develop content strategies for digital experiences, using research and testing to inform decisions and creating documentation to show your work.
Identify content guidelines for commercial products and define voice & tone for a consistent customer-facing experiences.
Write consistent, concise and accessible copy with an eye towards diversity and inclusion, including UI and long-form copy.
Facilitate workshops and brainstorming sessions as part of a collaborative process with designers, strategists, researchers, and product partners.
Scope work appropriately and demonstrate a strong understanding of best practices in content strategy, UX writing and storytelling.
Develop documentation that helps customers successfully implement products.
Oversee streamlined localization processes to scale products across regions.
Evangelize Content Design within Mastercard and actively contribute to the internal CX&D community, promoting exchange of learning, best practices and new ideas.
 
About you
Bachelor’s degree or equivalent practical experience
Demonstrated expertise in managing content design workflows using best-practice methods to craft and validate solutions.
Ability to proactively and independently drive work forward, setting expectations, communicating effectively, managing approvals, and influencing stakeholders.
Superb writing and communications skills.
Able to set clear objectives and manage competing priorities in a fast-paced, fluid environment, balancing big picture with the day-to-day.
Strong interpersonal and presentation skills with the ability to influence strategic direction and cross-functional stakeholders
Excellent organizational skills and keen attention to detail.
Experience in payments or enterprise technology space or a keen interest in learning.

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.