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

Overview
The Customer Experience Design (CXD) Team within Corporate Solutions is looking for a seasoned Content Design Manager to develop and own our content strategy and ensure quality consistent experiences across B2B products and services. The ideal candidate is passionate about the customer experience journey, highly motivated, intellectually curious, detail-oriented, and possesses a collaborative mindset. The position is based in London with hybrid flexibility.

Role

In this role, you'll 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 in partnership with content design team members. Specifically, that includes content guidelines and patterns, site architecture, voice and tone, UX copy and nomenclature, user communications, content management and localization.

As a key contributor to the CXD team, you'll scale the overall product strategy using content standards, ensure consistency across touchpoints, and elevate our product experience voice to meet the needs of corporates, issuers, suppliers, acquirers, and cardholders while upholding Mastercard's high standards for client experiences.

Responsibilities:

• Lead the long-term content design vision for B2B and B2B2C commercial products and ecosystems.
• Influence product direction by championing user-centric content practices at the leadership level.
• Guide prioritization of content efforts across multiple product areas in partnership with product and UX leadership.
• Evangelize Content Design within Mastercard and contribute to the CXD Guild community by promoting best practices, learning, and innovation.
• Define and enforce writing best practices by building scalable content guidelines for Corporate Solutions products, informed by user research and testing.
• Oversee development of consistent, inclusive, and scalable copy, ensuring alignment with content standards and brand voice.
• Manage content contributions to design systems, including component adaptations and patterns.
• Effectively manage context switching across concurrent teams and deadlines.
• Manage content design delivery in 2-week sprints, maintain progress and priorities using Jira, and align with product roadmaps.
• Refine ways-of-working best practices within the team to enable efficient, effective collaboration and adapt to evolving project needs.
• Scope work appropriately and coach team members in best practices in UX writing, storytelling, and content strategy.
• Facilitate workshops and collaborative sessions with designers, product managers, and researchers to align on content strategy.
• Participate in design critiques and provide inclusive, constructive feedback to elevate team output.
• Support ongoing content production and iteration, balancing long-term goals with day-to-day needs.

All About You

• Bachelor's degree or equivalent practical content design experience.
• ~7 years of professional experience in content design.
• Demonstrated expertise in managing content design workflows using best-practice methods to craft and validate solutions.
• Experience in payments or enterprise technology space is preferred, or a keen interest in learning.
• Ability to proactively and independently drive work forward, setting expectations, communicating effectively, managing approvals, and influencing stakeholders.
• Superb writing and communications skills.
• Strong interpersonal and presentation skills with the ability to influence strategic direction and cross-functional stakeholders.
• Experience establishing content standards for a suite of products.
• Able to set clear objectives and manage competing priorities in a fast-paced, fluid environment, balancing big picture with the day-to-day.
• Excellent organizational skills and keen attention to detail.
• Familiarity with design systems, UI libraries or UI kits is preferred.
• Knowledge of the latest accessibility guidelines and best practices (WCAG 2.2 AA) and interest in front-end development is preferred.

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.