Responsibilities

• Develop customer communications from brief through to delivery, ensuring audience, message, channel and customer journey are clear before work moves into build or approval
• Shape creative briefs, review and develop copy, and work with copywriters, content editors and our CRM agency so final communication is clear, useful and right for the channel
• Manage communications through briefing, build, review, proofing and final approval, keeping version control, audit trails and channel requirements clean as work moves at pace
• Use customer insight, audience data and performance feedback to improve the next piece of work
• Call out unclear requirements, content risks, approval issues or delivery blockers early, with view on what needs to change and who needs to be involved
• Take feedback well, make sensible trade-offs and keep the work moving without letting quality, customer clarity or control drift

Requirements

• Experience developing and delivering 1:1, data-driven customer communications across channels such as direct mail, email, push notifications, digital prompts, internet banking or mobile app environments
• Good copy judgement, creative instinct and proofing discipline, with examples of communications that were clear, accurate, accessible and customer-friendly
• The ability to take a brief, proposition, audience insight or customer journey input and turn it into plain English communication
• A track record of managing several communications at different stages of development, review, approval and delivery
• Experience working in a regulated or well-governed environment, with approvals, version control, audit trails, quality checks and compliance requirements
• Confidence applying brand, tone of voice, accessibility and channel standards to real work, not just checking them at the end
• Experience working with marketing, product, risk, legal, data, technology, channel teams or external partners to resolve content, approval or delivery issues
• The ability to use customer insight, engagement data and performance feedback to make practical recommendations for future communications
• The judgement to work independently, challenge unclear asks and raise risks early when accuracy, customer clarity or delivery is at risk

Benefits

• 25 days holiday, pro rata
• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year
• Banking – but fairer, more rewarding, and for the good of society