Digital Engineering Services and Solutions Customer Engagement and Communications Lead, Vice Pr[...]

Responsibilities include defining, creating and implementing the Digital Engineering Services and Solutions communications strategy, with a strong emphasis on positive change management. Direct executive leadership on communication positioning and messaging ensuring narrative and messages resonate across global and diverse environments. Enable and lead senior leadership engagement through clear, concise executive messaging and reporting artefacts. Manage draft executive communications for appropriate board meetings, town halls and executive committees. Lead, drive and implement a structured and targeted communications plan for the Digital Engineering Services department working with Department Head, Product Owners and Portfolio Manager to shape and execute communications and customer engagement strategies to ensure desirable outcomes. Adjust and communicate planned changes as necessary. Drive employee engagement through high impact internal communication and engagement strategies.

Act as the primary contact and escalation point between Corporate Communications, IT Programme, Senior Business Leaders, Business Support Champions and users, actively managing impactful messages and communications up and down. Introduce, embed and manage internal and external communication channels for the department, ensuring strong and coherent messaging. Own, create and establish key department branding to form and evolve department identity. Lead establishment and communication standards and governance across the Digital Engineering Service and Solutions department, enforcing communication standards, framework and approval processes across the department. Ensure alignment with enterprise communications and branding guidelines. Drive change adoption and engagement of new technologies through structured communication and engagement plans, ensuring consistent, high-quality messaging is aligned to department strategy and priorities.

Champion an integrated, cross-platform and programme approach to campaigning and engagement across the department's communication channels. Drive the promotion, marketing and literature ensuring drafted and approved communications are distributed effectively to the target audiences. Lead and deliver training and education programmes for new products and services. Continuously engage with business stakeholders to discover pain points and opportunities feeding back to the Department to ensure solutions and problems are solved. Provide valuable feedback and insights into stakeholder preferences and behaviour to improve products and services. Communicate the transformation vision, deployment timelines, expected impacts, and user benefits. Utilize appropriate and introduce new communications channels to ensure key messages reach target audiences within agreed timeframes. Ensure smooth adoption of new products and services by proactively managing resistance and alleviating concerns. Lead and develop risk mitigation strategies for communication gaps. Lead and develop escalation plans for major issues impacting adoption. Drive and adhere to strategic direction of accountable pillars, while supporting the rest of the department.

Culture and Leadership: Support development of team with a strong focus on building future capabilities. Lead and champion MUFG's inclusive, diverse, and values-led culture while fostering a growth mindset to embrace new technologies, industry advancements, and innovative use cases. Ensure appropriate communications training is in place across the department to fulfil current and future requirements. Lead and promote a dynamic, delivery-driven culture that works alongside business units to provide responsive resolutions and value-driven solutions. Build and nurture strong relationships with internal and external stakeholders, including business teams, to promote collaboration, understand industry's best practices, and influence positive change across the organization.

Qualifications: Extensive experience in corporate communications, leading and managing Customer Engagement and Communication teams across multiple regions within a regulated environment. Strong and proven track record of owning and implementing transformational strategy, plans, narrative and outcomes of communication at an enterprise level. Proven and extensive experience implementing brand and identity at department level. Proven ability to make independent strategic decisions and priorities on messaging, positioning and channels. A strong track record of engaging credibly with Executives providing confident challenge and clear, decision-ready insight. Proven experience leading, driving and developing the maturity of a Business Change and Communications function. Extensive experience owning and leading function-wide communication strategy, proven experience of defining communication strategy aligned to business and technology priorities. Extensive and proven experience of shaping narrative for transformation, change and leadership messaging. Extensive direct people management skills, directly managing large teams and Business Change and Communication teams. Extensive experience setting communication frameworks, governance and standards. Extensive experience leading communications and business engagement across global, complex stakeholder environments. Extensive experience operating at an executive level leading large-scale technology transformation communication programmes. Extensive experience in IT change management and technology adoption programmes of work. Up to date knowledge and understanding of digital, web, and social media practices and principles relevant to role. Prior solid experience with Infrastructure and Service Management Transformation. Experience engaging with senior executives, Programme Managers, IT teams, and business users. Excellent planning, organisation and project management skills demonstrable through the successful delivery of a range of complex communication activities and projects. Exceptional written, verbal and presentation skills. Familiarity with regulatory environments and compliance considerations. Experience leading multi-channel communication strategies. Experience leading large communication functions within Technology, preferably Infrastructure and Service Operation environment. Prior experience managing people and leading Customer Engagement and Communication functions across multiple time zones and locations. Line management responsibilities in financial services. Experience of sitting within a Senior Management Team directly reporting to L2 Management or above. Experienced in dealing with vendors and third-party suppliers. Skills in Microsoft Office Suite, web content management systems, SharePoint, and collaboration platforms and tools such as Teams. Demonstrated experience in all types of social media. Desirable: Adobe Photoshop/Illustrator, Yammer, Slack, Google Workspace. Educated to degree level; preference for bachelor's degree in communications, media, marketing, journalism, public relations, or digital media. Professional membership associations such as CIM, PRCA, or CIPR. Strong leadership and people management skills to manage a team of technical specialists. Ability to manage constructive conflict effectively. Ability to build strong and lasting relationships across the bank. Results-driven, with a strong sense of accountability, focused on business outcomes. Strong decision-making skills and sound judgement. Structured and logical approach to work. Creative and innovative approach to work. Excellent interpersonal skills. Ability to manage large workloads and tight deadlines. Excellent attention to detail and accuracy. Calm approach, able to perform well in a pressurised environment. Confident approach, able to provide clear direction to your team. Ability to lead a high-performing team. Strategic approach, able to motivate your team. Conscientious, methodical and logical approach to work. Open to flexible working requests in line with organisational requirements.