Head of Communications

Here at Optum, we are excited to share that we are currently recruiting for a Head of Customer Communications to join us working remotely on a 12-month fixed-term contract. Working with our customers, we are leading the way in the delivery of patient-centred, connected, digitally enabled health and care services. Our customers and partners are using our solutions in all health and care settings, from GP surgeries and community care to high street pharmacies, hospitals, clinics, not-for-profit organisations, and specialist services. We are committed to developing the next generation of healthcare technology that will truly make a difference.

What you’ll do

• You will implement and oversee the Customer Communications strategy at Optum, enhancing customer satisfaction and retention through streamlined communication processes, providing accurate and valuable updates, and managing crisis and incident communications effectively.
• You will manage the onboarding of new acquisitions into our customer communications framework and represent the Group Marketing and Communications department on the ICE programme and other important business initiatives.
• In this role, you will regularly communicate with external partners like the NHS, NUG, regional IT departments, and health boards to meet their communication needs and promote product usage.
• Producing a weekly newsletter for the primary care market and other newsletters, where suitable.
• Managing crisis communications for customers, including notifications about major incidents, maintenance, outages, and customer satisfaction updates, in collaboration with PR and Corporate Communications teams.
• Serving as a key stakeholder in the Go-To-Market process and overseeing all written communications for new product and feature launches, developing pilot packs, and engagement plans.
• Leading multi-channel campaigns to promote engagement with the Optum Help Centre and Optum Learn.
• Managing customer interactions across official and unofficial channels, including the Optum Help Centre and social media, and creating user-friendly content for platforms like Facebook.
• Contributing to marketing materials, such as Sales Decks and Spotlight magazine, and assisting with writing and proofreading tasks for the team.
• Ensure compliance with ISO and other legal and industry communication regulations.

Who You’ll Be

With the ability to translate complex technical updates into customer-friendly content, you will be a strong communicator with experience in crisis communications and reputation management. You will be comfortable balancing business priorities against customer satisfaction objectives.

We want to make sure you’re set for success, so the key skills and experience we’re looking for are below:

• Experience in proofreading
• Confidence in liaising with senior colleagues, and external partners, including NHS and Health boards
• Experience in managing various projects and streams of work against tight deadlines
• Ability to develop and deliver multi-channel communication strategies
• Experience developing and implementing brand identity and tone of voice
• Experience in customer engagement and reputation management via social media
• Understanding of the healthcare-tech market and the challenges faced by healthcare professionals would be desirable, but not essential
• Experience in line management and developing a successful team

If you are eager to join an organisation where you have more than just a job, but an opportunity to add value and develop yourself further, then apply today!

About us

Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale.

Equality, Diversity, and Inclusion

At Optum, we are committed to providing an inclusive, equitable culture where people feel able to bring their whole selves to work and to reach their full potential. This is a foundation stone of Optum, anchoring the employee cycle from recruitment through to ongoing personal development and genuine, continuous two-way employee engagement, supported by our company values which determine everything we do. Optum is an equal opportunities employer, and we welcome applications from all suitably qualified candidates regardless of race, colour, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, protected veteran status, or other characteristics protected by applicable law. We will always work to accommodate individual needs during your application journey. If you require any adjustments, please advise the talent team.