Senior Manager - Marketing Business Operations Voice of Customer & Marketing Risk Management
About The Position
The Global Commercial Services Marketing team (GCSM) is responsible for making business membership essential by creating and delivering world class marketing for our differentiated products and services that drives demand and inspires engaged card members across the customer lifecycle. GCSM markets a breadth of products across charge, lending, co-brand, and corporate cards. It also markets small business banking and B2B solutions. The Senior Manager, Marketing Business Operations Voice of Customer & Marketing Risk Management will lead the end-to-end analysis of customer complaints and Voice of Customer data, translating key themes and risk indicators into actionable insights that inform marketing strategies, improve customer experience, and reduce friction points. In parallel, they will oversee risk performance reporting, maintain the integrity of scorecards and proactively identifying opportunities to strengthen outcomes. The role also drives audit readiness, enables effective risk management through playbook development, and oversees the Global Financial Crimes workstream under Project Guardian. Overall, this role blends analytics, strategy, and governance to enable a more insight driven and risk aware marketing organization. Success in this role requires strong cross-functional partnership as well as the ability to operate effectively in white space by defining structure, building new processes, and driving clarity in an evolving environment. The ideal candidate brings strategic thought leadership, strong analytical expertise and the ability to translate complex data into clear, actionable insights that drive both business outcomes and risk reduction.
Requirements
- Strong cross-functional partnership.
- Ability to operate effectively in white space by defining structure, building new processes, and driving clarity in an evolving environment.
- Strategic thought leadership.
- Strong analytical expertise.
- Ability to translate complex data into clear, actionable insights that drive both business outcomes and risk reduction.
Responsibilities
- Lead the end-to-end analysis of customer complaints and Voice of Customer data, translating key themes and risk indicators into actionable insights that inform marketing strategies, improve customer experience, and reduce friction points.
- Oversee risk performance reporting, maintain the integrity of scorecards and proactively identifying opportunities to strengthen outcomes.
- Drive audit readiness.
- Enable effective risk management through playbook development.
- Oversee the Global Financial Crimes workstream under Project Guardian.
Benefits
- Competitive base salaries
- Bonus incentives
- 6% Company Match on retirement savings plan
- Free financial coaching and financial well-being support
- Comprehensive medical, dental, vision, life insurance, and disability benefits
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
