Head of Customer Communications Management, Centre of Expertise

This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.Join us as our Head of Customer Communications Management, Centre of ExpertiseThe role of customer communications has never been more important in the banking industry, which\’s why you\’ll lead, manage and grow our Centre of Expertise (CoE)To do this, you\’ll set our customer communication management (CCM) vision and operating model and make sure that our standards, policies and principles align to itUtilise your leadership skills and make an impact through your work as you champion the potential of our bank and support our customers through excellent communicationsWhat you\’ll doCustomer communications are continually becoming more complex, so we\’ve created a CoE to help speed up the services we offer. We\’re looking for someone to head up this CoE and drive a multi-year transformational change agenda to enhance the customer experience.Day-to-day, you\’ll be responsible for the pan-bank CCM-related investment spend cycle and provide guidance, advice and the validation of our franchise\’s CCM strategy. Alongside this, you\’ll make sure that the CoE is operating in line with industry leading practices and trends.Your top priorities will include:Making sure a knowledge repository is created and updated with the latest information, lessons learnt and industry best practicesLine managing a team of specialists and ensuring that the capabilities and capacities of your team can provide a high level of service to our stakeholdersDelivering a team strategy, planning and status updates and being responsible for the efficiency of targets and financial budgetsMaintaining relationships with stakeholders and enhancing the development of the CoE specialism, standards and policiesDriving the cross-sharing of emerging, good and best practices and information with the CoE and Community of PracticeThe skills you\’ll needTo be successful in this role, you\’ll have an expert understanding of the CCM environment, a familiarity of industry best practices and an awareness of key external stakeholders.Furthermore, you\’ll need:Experience of managing a specialist teamThe ability to create and share our wider bank\’s visionAn understanding of how to communicate complex technical concepts clearly to both business and technical audiencesKnowledge of how to engage and manage stakeholders at all levels #J-18808-Ljbffr