At a Glance
- Tasks: Lead customer communication changes and ensure compliance across the business.
- Company: Join DLG, a forward-thinking company prioritising customer experience.
- Benefits: Enjoy flexible working, generous holidays, and a range of employee discounts.
- Other info: Embrace diversity and inclusivity in a supportive workplace culture.
- Why this job: Make a real impact in a dynamic environment while developing your skills.
- Qualifications: Experience in financial services and proficiency in JIRA and Confluence required.
The predicted salary is between 50000 - 60000 £ per year.
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
What you’ll be doing:
- Lead the coordination and delivery of customer communication changes across the business, including managing change cycles, pre-printed document updates, and remediation activities.
- Oversee review and approval processes through systems such as Tag, ensuring all communications meet regulatory and brand compliance standards, with prompt resolution of any issues.
- Understanding of dynamic and system generated customer communication templates, customer journeys and basic understanding of platforms and software that generate such communications, ensuring consistency, accuracy, and an optimal customer experience.
- Maintain version control and deliver updates to insert matrices, alongside managing stock levels of printed inserts and booklets in collaboration with print suppliers.
- Build and manage strong relationships with internal stakeholders and external suppliers, ensuring effective delivery and alignment of communication changes.
- Utilise tools such as JIRA and Confluence to track, document, and support change initiatives, ensuring clear governance and visibility.
- Provide guidance and support to team members, sharing expertise to enable effective delivery and continuous improvement.
Our hybrid model offers a ‘best of both worlds’ approach. When you’re in the office depends on your role and team, but colleagues spend at least 50% of their time in the office.
What you’ll need:
- Must have strong experience within financial services, with a solid understanding of relevant regulations and compliance frameworks.
- Proficient in JIRA and Confluence, with experience using these tools to manage and track change activities.
- Proven experience managing change to customer communications templates across all channels.
- Strong understanding of both static and dynamic communications and how they are applied within a regulated environment, specifically insurance/finance.
- Demonstrates an awareness of the FCA, Financial Services bodies and specifically Consumer Duty, always ensuring compliance.
- Experience using Microsoft Project and Visio to support planning, documentation, and process mapping.
Benefits:
- Employer contributed pension
- Annual company bonus
- Discounts on Insurance products
- Generous holiday allowance
- Flexible benefits package including optional health and dental insurance
- Buy as you earn shares scheme
- Employee discounts and cashback
We want everyone to get the most out of their time at DLG. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like – and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.
Be yourself: Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers. We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
Senior customer communication change consultant employer: Direct Line Group
At DLG, we pride ourselves on being an excellent employer that prioritises our employees' growth and well-being. With a hybrid work model that promotes flexibility, generous benefits including an annual bonus and employee discounts, and a commitment to diversity and inclusion, we create an environment where you can thrive both personally and professionally. Join us in putting customers at the heart of everything we do while enjoying a supportive culture that values your unique contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior customer communication change consultant
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Direct Line Group. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Senior customer communication change consultant
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Direct Line Group.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Direct Line Group's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Direct Line Group
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Direct Line Group.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Direct Line Group will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Direct Line Group employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
