Customer Communications Lead

Responsibilities

• Analysing customer feedback, complaints, Trustpilot, Voice of the Customer and research findings to identify trends, potential misunderstandings and opportunities to improve customer communications.
• Leading customer testing across renewal communications and other key customer journeys, ensuring communications are clear, accessible and help customers understand important information and make informed decisions.
• Turning customer insight and testing findings into practical, evidence-based recommendations, championing plain English and a customer-first approach.
• Leading the monthly Customer Understanding Forum reporting, bringing together key insight, risks and improvement activity, while ensuring actions are agreed, tracked and delivered.
• Providing customer understanding insight for senior governance forums, including Conduct Risk Committee and Board reporting, and measuring the impact of improvements on customer understanding and outcomes.
• Working closely with the wider Product Communications team, particularly the Customer Communications Lead responsible for delivery, to ensure agreed improvements are implemented across policy documents, renewal communications and customer literature.
• Building strong relationships across Marketing, Product, Digital, Operations, Compliance and Conduct Risk, providing constructive challenge and supporting wider business, regulatory and customer communication projects.

Requirements

• You’ll have experience in customer communications, insight, research, communications testing or customer-outcome monitoring, ideally in Financial Services or another complex, regulated environment.
• You’ll be curious about what customers really understand and motivated to turn that insight into better experiences.
• Strong analytical skills, with the ability to bring together qualitative and quantitative evidence from different sources.
• Experience of customer research, communications testing, Voice of the Customer or customer-experience insight.
• A good understanding of clear customer communications, plain English, readability and comprehension.
• An understanding of Consumer Duty and the importance of evidencing customer understanding and good customer outcomes.
• The ability to turn detailed findings into clear conclusions, practical recommendations and confident senior-level reporting.
• Experience of working with governance forums and managing actions through to completion.
• Confidence working with senior stakeholders and providing constructive, evidence-led reporting.
• Strong written and verbal communication skills, with the ability to explain complex findings in a clear and engaging way.

Benefits

• 25 days holiday + bank holidays
• Option to purchase additional leave - 5 extra days
• Pension scheme matched up to 10%
• Company performance related annual bonus - Up to 5%
• Life assurance policy on joining us, 4 x salary
• Wellbeing programme
• Colleague discounts including family discounts on cruises, holidays and insurance
• Range of reductions and offers from leading retailers, travel groups and entertainment companies
• Enhanced maternity and paternity leave
• Grandparents leave