Description
This role will be play a pivotal role in driving strategic transformation within the marketing function and wider business.
The successful candidate will be responsible for crafting customer-facing communications and robust project management and delivery of an array of changes across multiple marketing channels.
This could include minor or major changes to an existing policy or service, or introducing a new feature or process. Changes may be universal to all customer groups, or targeted to specific segments only.
Key responsibilities:
1. Change Management:
o Implement a robust change management framework tailored to customer-facing communications.
o You will ensure that the customer experience, customer impact and consumer duty considerations are documented.
o You will recommend a communications approach for changes based on customer needs, the optimal customer journey and operational efficiency.
o You will scope the change delivery process, budget requirements and ensure your changes are approved in the appropriate forums.
o You will craft clear and engaging communications both to explain the change to internal audiences working with Internal Comms teams, and to communicate the change clearly and accurately to our customers, working with various channel managers.
o Once approved, you'll implement the changes working with stakeholders across the business and/or our partner ...