Job Description We’re recruiting for a Customer Communications Manager to join us. You will plan, write and deliver operational communications (e.g. End of Term, Arrears, Review letters and emails) for multiple distribution channels, products and mediums. You will also manage Customer Communication work streams for Product / Proposition / UW / Regulatory /Customer Experience and / or Brand changes to deliver communications to deadline whilst ensuring all collateral is on brand and adheres to approvals procedures.We want to make sure our customers feel supported throughout their time with Legal and General, and know the communications they receive (and how well they’re written) play a key part in that. Writing new or enhancing existing Customer Communications, understanding the part it plays in the customer/product journey and experience Being a copywriting champion – always thinking about tone of voice, messaging hierarchy, calls to action, behavioural science, and whether the communication is easy to understand Managing changes, including: creating plans, scoping impacted communications, drafting changes, making recommendations for development, gaining stakeholder approval, testing and coordinating the delivery with IT Ensuring communications are clear, fair, and not misleading and are fully compliant with any rules and guidance issued by the relevant regulators, including relevant data protection legislation Ensuring sufficient prominence is given to key policy features and benefits at each touch point along the customer journey (for example Reviews, End of Term, Arrears, Cancellations). Also ensuring that the processes used to effect detailed terms and conditions result in a fair approach to customer requests to change product, switch provider and make a claim or complaint Working with the data analyst and developers, putting in place, seeking and analysing management information (MI). Making data and insight-led decisions, taking into account relevant feedback and research, that maximise the impact of operational communications, ensuring communications are being understood and are resulting in good customer outcomes Keeping vulnerable customers in front of mind, prioritising customer-centric improvements which remove friction points from the journey Managing transformation projects to digitise and transform Customer Communications. We want best practice communications with the best outcomes and experience for customers, whilst making the best and most efficient use of technology and budgets Ensuring best practice fulfilment, with communications being cost-effective and delivered on time. Supporting by ensuring robust and effective processes and controls are in place and documented for the fulfilment suppliers and postal services