What you’ll be doing

You’ll develop customer communications from brief through to delivery, making sure the audience, message, channel and customer journey are clear before work moves into build or approval.

You’ll shape creative briefs, review and develop copy where needed, and work with copywriters, content editors and our CRM agency so the final communication is clear, useful and right for the channel.

You’ll manage communications through briefing, build, review, proofing and final approval, keeping version control, audit trails and channel requirements clean as the work moves at pace.

You’ll use customer insight, audience data and performance feedback to improve the next piece of work, not just report what happened after it has gone out.

You’ll call out unclear requirements, content risks, approval issues or delivery blockers early, with a view on what needs to change and who needs to be involved.

You’ll need to take feedback well, make sensible trade-offs and keep the work moving without letting quality, customer clarity or control drift.
 

About you

As a minimum, you’ll have:

• 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