To champion and optimise the 'in-life' journeys of our customers by creating and maintaining clear, effective, and engaging communications across various touchpoints.
This role drives cross-platform initiatives that enhance the overall customer experience, streamline processes and operating costs. To maximise customer satisfaction, the role holder will test messaging on real customers through robust feedback loops, customer surveys and close analysis of customer engagement data.
The role holder will be responsible for developing models which power AI dialogues, maintaining content, crafting customer communications, and collaborating with cross-functional teams to ensure consistent and impactful messaging, as well as adhering to the agreed internal approval framework. They will drive internal knowledge of service communications within our in-life customer journeys to support advisers in providing confident and effective query resolutions, as well as prompt identification and escalation of issues or customer feedback.
By leveraging data insights, identifying trends, and implementing best practices, the role plays a pivotal role in simplifying processes, enhancing digital interactions, and fostering long-term customer relationships.
With a specific focus on loyalty and engagement. The role holder will understand and enhance how communications and service processes intertwine to provide an effortless journey for customers.
The role embodies a commitment to continuous improvement, stakeholder engagement, and a customer-centric approach in all aspects of communication and interaction with our customers.
What’s in it for you
As well as a competitive salary, our benefits package includes:
- Generous pension with a 6% pension gift from us
- 36 days holiday (with the option to buy and sell a further 5 days)
- Flexible benefits pot (which you can choose to use against some great benefits such as critical illness, private healthcare scheme, shopping vouchers and more)
- Access to a wellbeing hub
- Recognition awards healthcare scheme healthcare scheme