Customer Communication Manager

Are you passionate about delivering clear, impactful communications that put customers first? Do you want to play a crucial role in ensuring that all customer-facing communications comply with regulatory standards and truly meet customers' needs? If so, we have an exciting opportunity for you to lead a new team as a Customer Communications Outcomes Manager, focusing on Consumer Duty.

About the Role:

We are looking for a proactive and customer-centric leader to manage a newly created team responsible for ensuring that customer communications across all channels are clear, compliant, and effective. You will play a pivotal role in ensuring that communications meet the needs of our customers, align with our Consumer Duty obligations, and help us continuously improve the customer experience.

As the Customer Communications Outcomes Manager, you will take full ownership of the framework for monitoring and testing customer understanding, ensuring all communications are fit for purpose and provide clear and transparent information to our customers. You’ll work closely with stakeholders across the business to develop and implement communications that reflect our commitment to Consumer Duty.

Key Responsibilities:

• Ownership of Communication Framework: Lead and maintain a framework for monitoring and testing customer understanding, overseeing the communications change process and managing the central repository for all communication assets.
• Collaborative Stakeholder Engagement: Build strong relationships across departments to ensure they understand the importance of the framework and their role in delivering compliant and effective communications.
• Continuous Improvement: Regularly assess the efficiency and effectiveness of the communication framework, proactively suggesting and implementing improvements to ensure the highest standards are met.
• Team Leadership: Build, inspire, and lead a high-performing customer communications team, providing guidance, mentorship, and support to ensure the team delivers on key objectives.
• Expertise in Consumer Duty: Serve as the subject matter expert on customer communications, particularly within the context of Consumer Duty, guiding internal teams to ensure all communications meet regulatory standards and drive positive customer outcomes.
• Impactful Data Analysis: Develop and track key performance metrics to measure the effectiveness of communications and their impact on customer outcomes, ensuring all results are communicated clearly to senior stakeholders.
• Support Customer Testing: Collaborate with the Customer Experience team to support the testing of customer communications, ensuring the necessary assets are collated and research agencies are involved where required.
• Effective Reporting: Design and develop insightful, clear reports that highlight key outcomes from monitoring and testing activities, ensuring they are actionable for internal stakeholders and in line with Consumer Duty requirements.
• Risk Identification and Management: Identify and report any potential conduct risks arising from changes in communication, ensuring that these risks are promptly addressed and escalated as necessary.
• Audit Readiness: Be the main point of contact for internal and external audits related to customer understanding, ensuring thorough testing and reporting of customer outcomes in compliance with regulatory standards.

What You’ll Bring:

• Customer-Focused Mindset: A strong commitment to fair customer outcomes, with a focus on ensuring that communications are clear, transparent, and compliant with Consumer Duty regulations.
• Exceptional Communication Skills: Excellent written and verbal communication skills, with the ability to engage and influence stakeholders at all levels of the organisation.
• Analytical Skills: Experience in monitoring customer outcomes, interpreting data, and delivering actionable insights that can improve communication practices and customer experience.
• Attention to Detail: A keen eye for detail, ensuring that communication strategies and outcomes meet regulatory standards and effectively serve customers.
• Leadership Experience: Proven ability to lead and mentor teams to drive performance, foster collaboration, and deliver results.
• Testing and Methodology Expertise: Familiarity with testing methodologies, such as A/B testing or multivariate testing, would be advantageous in understanding the effectiveness of communications.
• Regulatory Knowledge: A solid understanding of regulatory requirements, particularly the Consumer Duty regulations, and a commitment to ensuring compliance.