Customer Communication Manager

Description:

Customer Communications Manager

Job Description

We are seeking a Customer Communications Outcomes Manager to manage a new team responsible for ensuring that customer facing communications across all channels, and at each touch point, meet our customers’ needs.  The team will work closely with different stakeholders across the business to develop product and customer communications to agreed standards that are clear and understandable, aligning with our commitment to Consumer Duty.  This role will take ownership of the  framework for monitoring the effectiveness of communications and testing customer understanding.  

Responsibilities

Take ownership of MISL’s framework for monitoring and testing customer understanding, including overall responsibility for the communications change process and repository.

Build relationships with stakeholders from different business areas, ensure they have a good understanding of the framework and their role within it.

Continuously monitor and assess the framework and related processes for efficiency and effectiveness. Present ideas to develop and improve.

Build and lead a new customer communications team, providing guidance, support and mentorship to ensure high performance and delivery of the team’s objectives.

Collaborate with key stakeholders across departments to understand customer communication needs, be a point of contact for projects that involve communication changes. Support with creating communications for required touch points to meet customer needs.

Act as a subject matter expert on customer communication principles and practices, providing guidance and support to internal teams as needed.

Develop and monitor key outcomes measures related to customer communication effectiveness and the impact on customer outcomes.

Support the Customer Experience team as they test customer communications, through collation of required communication assets and liaison with research agencies and other suppliers.

Design and develop comprehensive reporting to communicate key insights from monitoring and testing activities, including reporting to Customer Committee and other reporting as required.  Ensure reports are accurate, relevant and actionable for internal stakeholders.

Highlight and report potential conduct risks identified from communication changes, or from monitoring and testing customer understanding.

Ensure the wider Customer Oversight team are aware of issues found causing potential or known customer harm in the end-to-end journey or product design.

Be a key point of contact for internal and external audits relating to customer understanding and related customer outcomes testing.

Ensure any risks are identified and fed into Customer Committee and the Risk and Governance framework as appropriate.

Person Specification

Effective communication and interpersonal skills, with the ability to collaborate with cross-functional teams.

Customer focused who champions fair customer outcomes and a customer centric culture.

Excellent communication and presentation skills. Able to communicate confidently and effectively at all levels.

Experienced in monitoring customer outcomes, interpreting data and communicating findings and insights to stakeholders.

Attention to detail is critical for the role, as plans/outcomes may be reviewed by internal/external stakeholders.

Experience of playing a critical role in a change project in a business environment is desirable.

Experience with A/B testing, multivariate testing, and other quantitative and qualitative testing methodologies a plus.

Ability to adapt and prioritise workload in a busy environment.

Excellent knowledge of MS Office applications, advanced knowledge of Excel.

Ability to engage and influence key stakeholders.

Strong leadership skills with the ability to inspire and motivate a team.

Knowledge of regulatory compliance requirements, with a specific knowledge of Consumer Duty regulations is a plus.

In-depth knowledge of MISL’s products, services, systems and processes is desirable