CIMD - Marcus by Goldman Sachs - Customer Communications Transformation - Associate, Chicago

Location(s) US-IL-Chicago
Job ID
Schedule Type
Full Time
Consumer Banking
Consumer and Investment Management Division
Business Unit
US Deposits
Employment Type



The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.



The firm’s Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.



The ideal candidate will lead the development, design and execution of customer engagement and communications for a new product launch. The candidate will manage key aspects of the initiative such as creating the use cases for the customer engagement/communication and its development with Technology. The candidate will oversee the design and approval of new communications, adherence to brand requirements, vendor engagement (when applicable), testing and deployment. The candidate should be able to work across multiple communication channels such as email, print, push, SMS, video and chat.

The ideal candidate is resourceful, detail-oriented, motivated, problem solver and is able to work effectively as part of a cross-functional team in a fast-paced and dynamic environment. This candidate is a personable, detail-oriented problem solver, who possesses strong project planning and management skills and is able to determine and communicate prioritization requirements. Candidate has proven communication, organizational, time management and critical thinking skills. Candidate will engage with Technology Teams to communicate project requirements to address project and business needs. Ideal candidate can drive continuous efficiency and improvement within the operating processes (i.e. SOP development, proper governance over processes, and workflows).


Essential Responsibilities:

  • Create User Cases, Customer Journeys, and Functional Documentation for the capability being built
  • Perceive the use of optimal communication channels, be it email, SMS/Text, Push Notifications, Video and Chat and know how to execute in each
  • Write business requirements on the inputs needed for the capability and the outputs desired
  • Build and maintain relationships across various functional teams, including Marketing, Technology, Operations, Fraud, etc to enable ongoing collaboration on functionality being developed
  • Ensure design and approval for new communications
  • Develop processes for new communication requirements
  • Develop clear reporting to strategically communicate KPIs to leadership and other stakeholders to ensure growth and efficiency targets are met
  • Manage third party vendors for deployment of communication and account fulfillment activities
  • Define business requirements for technology solution development

 Basic Requirements:

  • Execution experience on complex and diverse projects
  • Experience collaborating cross-functionally to support business goals and requirements
  • Aptitude to manage multiple projects and strong attention to detail
  • Proficiency in JIRA, SharePoint, MS Project and Excel (Macros, Pivot table, V-lookups, PowerPoint, basic HTML required
  • Familiarity with Email Service Providers and communication tools such as Adobe Campaign, Adobe Analytics, CRM tools
  • Proven record of building and adhering to processes to ensure efficiency
  • Experience managing external vendors
  • Excellent written and verbal communication skills
  • Ability to adapt to new changes and new challenges
  • Ability to prioritize projects and ensure deadlines are met
  • Ability to communicate requirements for consumption by Technology
  • Ability to work independently and yet still be team-oriented
  • Bachelor’s degree in Communications or related field
  • 3+ years experience working in Financial Services, Consumer Banking experience a plus

 Desired Characteristics:

  • Strong project management background with the ability to determine and communicate prioritization
  • Self-starter with a strong sense of urgency and ability to perform under tight timelines
  • Strong organization, communication and critical thinking skills
  • Strong implementation/execution experience
  • Strong attention to detail
  • Ability to effectively manage complex and/or multiple projects to completion on time autonomously



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